Customer Support Agent

Clanwilliam Health | Posted 11-01-2022

Dublin (IT)

Customer Support Agent - Pharmacy
Customer Services
Reporting to:
Customer Service Manager
The Company:
Clanwilliam Health is a leading provider of pharmacy and practice management software. Our technology and services are trusted by tens of thousands of users every day in practice management, pharmacy and other clinical settings all over Ireland and the UK.
Outline of Role:
Clanwilliam Health have an exciting opportunity for a Customer Support Agent to join our busy Customer Services Team, supporting our RxWeb product. To maintain our excellent reputation, we require a courteous and efficient candidate who is looking to progress their career in a dynamic IT environment.
This is an excellent, exciting opportunity to excel your career in a fast paced, rapidly expanding, global company. This role will report directly to the Customer Support Manager and be part of a team of seven.
Key Responsibilities:
To identify, resolve, log and follow up all client queries at all levels of support.
Working on the Pharmacy Support Team troubleshooting our in-house developed software for pharmacies in Ireland and the UK over the phone or via Remote Dial In
Troubleshooting hardware problems e.g.PCs/Printers/Networks/Scanners/
Working with other colleagues on the team to help resolve customer issues
Testing new versions of the software and leasing with the Development Department to report any potential issues found
Working closely with our hardware desk to resolve issues
Liaising with our field engineers to arrange site visits for issues that cannot be solved over the phone or remote dial in and working with the engineer to resolve
Ensure that the highest level of communication is maintained with regard to client queries, issues and complaints.
Person Specifications:
Both graduates and experienced candidates welcome
Good knowledge of databases (SQL)
You must be able to multi-task and have excellent communication and keyboard skills
Excellent telephone manner and interpersonal skills
Willingness to learn
Good team player
Positive and flexible attitude
Highly motivated
Professional approach
Core Competency:
Required Ability:
Be able to communicate clearly in an efficient manner.
Willingness to work together with co-workers, in finding solutions in order to improve the organization.
People Skills
The ability to communicate with, and appeal to, the characteristics of different people, both professionally as informally, in such a way that the organizational goals are met and executed.
Clanwilliam Health, part of Clanwilliam Group, is an expanding healthcare, technology and services business. Today Clanwilliam Health holds over 30 years of experience developing and designing healthcare software. Our extensive range of innovative technology now empowers more than 20,000 clinical users across Ireland and the UK to deliver safer, more efficient and cost-effective patient services. Our vision is to enable the seamless flow of patient data by connecting primary and secondary healthcare software systems to enhance patient experiences. We work hard every day to achieve this by putting our customers at the centre of everything we do and partnering with key industry stakeholders to ensure our systems consistently exceed expectations.
Clanwilliam Health is an Equal Opportunities Employer.