Customer Support Specialist

Here at EMIS we are looking for a Customer Support Specialist to come and join our customer driven, diligent and collaborative Edenbridge team on a permanent basis.

You will be joining a team that provide outstanding customer experience to our APEX software customers. APEX is a business analytical tool that enables primary care organisations to analyse their data to identify opportunities to drive efficiencies and provide excellent patient care.

This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start. With excellent customer service experience and a passion for diagnosing and resolving customer queries, this will be a perfect opportunity for you!

Our Edenbridge team meet in our Wakefield office twice weekly on Wednesday and Thursday (WF4 3FL).

What you’ll do

As a Customer Support Specialist, we will be looking for you to work proactively with our customers to support a range of issues and queries across our APEX product. You will have a fantastic onboarding experience and gain the knowledge to support our software product and customers.

This role will see you have plenty of variety as you will respond to queries via the telephone or our ticketing system. You will be the first point of contact for our customers and we would look to you to diagnose and solve any queries raised. You will be using multiple systems to support our customers, therefore we would look for you to have an understanding of Windows office packages.

Other key responsibilities and accountabilities will include:

• Handle all queries in a professional manner using effective customer service skills and concise written communication
• Support new customers through the onboarding of Edenbridge projects.
• Maintaining and updating user details through a central CRM system.

Who you’ll be

It is vital that you have experience in a Customer Service role.

Whilst we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate to us your ability to empathise, listen and be patient to achieve the right outcome for our customers. You will be able to demonstrate previous experience of building relationships with customers to provide excellent customer service.

You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution driven in your approach.

Other skills we are looking for you to demonstrate include:

• Good understanding of Microsoft Office (Outlook, Word, Excel)
• Ability to multi-task and manage your time effectively
• Adaptable to changing environments/situations/tasks
• Quick learner, confident in ability to pick up new systems and tools
• Motivated by customer outcomes and providing a quality service

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision?

Working with our customers, we are leading the way in the delivery of patient centred, connected, digitally enabled health and care services. 

Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not for profit organisations and specialist services. Ranked in the top five Healthtech organisations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference.

ED&I

At EMIS, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of EMIS, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do.

EMIS is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.