Software Support Representative
CompanyCraneware Inc
SpecialityTechnology
CategoryPermanent
Location Country
Office LocationHome based –US
Additional Locations
Introduction to Craneware
Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.
If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we’ll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.
The Team
Our Software Support Representative provides comprehensive customer solutions service offering credible and knowledgeable advice and solutions on a wide range of issues related to The Craneware Group’s products.
You Will Be
- Managing and resolving software queries via multiple sources to maximise customer satisfaction.
- Escalating complex issues to Analyst team and/or Software Support Manager when appropriate, to ensure timely resolution of issues.
- Identifying customer training needs, and organise training sessions, to improve customer software knowledge.
- Where necessary, facilitating introductions to assigned Customer Care Partner/Account Executive to maximise customer engagement.
- Developing and maintaining a thorough knowledge of internal systems and able to fully document progress, with a view to improve processes for the SSR team.
- Identifying potential customer references and success stories through relationship building, to help promote The Craneware Group’s software.
- Developing and maintaining a thorough knowledge of all The Craneware Group’s products, with a view to sharing knowledge in the team.
- Completing remote installations on all software products for colleagues and customers, to end user satisfaction.
- Contributing to continuous improvement via 3Cs and involvement in departmental lean processes.
You Will Bring
- Educated to HND level in a computing related discipline or up to 2 years’experience in a customer facing environment
- Fully conversant in aspects of healthcare and in The Craneware Group’s domain, products and services
- Working knowledge of database principles, such as SQL
- Basic SQL knowledge to provide suitable solutions and troubleshoot scripts
- Expert troubleshooting skills
- Identifies and resolves problems in a timely manner
- Gather and analyses information skilfully
- Manages difficult customer situations effectively
- Excellent written and oral communication
- Excellent team player
- Ability to listen and respond to customer needs, providing an excellent level of customer service at all times
- Demonstrates quality and accuracy in assigned tasks
- Effective time management
- Volunteers readily for tasks