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Technical Support
| Posting date: | 20 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | $70,000 - $72,000 AUD |
| Hours: | Full time |
| Closing date: | 19 September 2024 |
| Location: | Sydney |
| Company: | Medical Management Systems - Meddbase |
| Job type: | Permanent |
| Job reference: | 34 |
Summary
Job Advert
THE COMPANY:
Meddbase is an online digital healthcare framework which has been designed and developed by Medical Management Systems Ltd in the
UK.
In 2004, we created a comprehensive healthcare web-application that runs all aspects of a medical practice, from GP practices up
to large hospitals groups. Our product enables single and multiple location private medical practices to connect securely to their
data from any location worldwide. We opened our Sydney branch in January 2024.
Purpose of the Role:
The primary purpose of this role is to support Meddbase’s Australian client base by responding to queries related to the Meddbase
application. You will be required to take ownership of tickets from first client contact through to satisfactory and timely
resolution.
Showing initiative and investigating possible causes/solutions independently will be expected in this role. You’ll communicate
your findings to encourage knowledge sharing across the team. A crucial element of the role is to clearly document all
communications with the client – such as, all steps taken to replicate the problem, any investigations made, ticket progress
status… etc. You’ll troubleshoot and resolve client issues within agreed timeframes.
The role requires excellent interpersonal skills to deliver outstanding customer service. You will be required to articulate
system features to clients in simple terms.
The bulk of time will be spent responding to client queries (in ‘ticket’ format) via email and via telephone, hence excellent
written and verbal communication skills are essential.
In addition, it is worth noting that the role encompasses both the concepts of application usage from the end user's perspective,
but also the administration and maintenance of the platform which often involves back-end configuration.
Over time, you will be expected to learn the platform thoroughly from front-end to back-end. You could be involved in client
projects from time to time, which will provide further opportunity to build your product and technical knowledge.
Due to the bespoke nature of the application, there will ongoing product training and insights sessions, such as ‘lunch and learn’
and ‘show and tell.’ It is anticipated that you will be genuinely curious about technology and software. You will be keen to
show initiative and be interested in continuously gaining and sharing knowledge.
Main Duties and Responsibilities:
* Appropriately responding to and resolving client queries related to Meddbase via a ticketing system.
* Managing incoming client issues and queries according to ticket status severity and overall client impact.
* Providing user (client) information and education via email and telephone, in line with best practice guidelines.
* Ensuring that incoming client phone calls are picked up and are handled in a professional manner.
* Successfully managing and building the ongoing professional relationships between Meddbase and its clients.
* Escalating issues to other teams where appropriate including forwarding queries to Client Account Management, Finance etc.
* Logging of escalated or complex issues for investigation by other teams.
* Taking initiative to design and maintain procedures for internal and external use where appropriate.
* Leveraging internal chat systems, emails and knowledge of more senior members of staff to create system documentation. This
could include writing or updating articles in our knowledge base.
* Be forthcoming and proactive in suggesting new ideas and identifying areas for improvement or enhancement.
* Occasional out of hours support might be required for urgent tickets only.
Person Specification
Relevant Experience Required
* Client focused technical support experience, ideally a SaaS platform.
* Experience of applying a logical approach to resolving functional and technical issues.
* Experience of seeking to understand the end user’s questions / problem.
* Experience of clearly documenting, assessing, investigating and resolving the issue.
* Experience of escalating issues to appropriate teams and leveraging wider support.
* Good experience of liaising with small to large clients in a professional manner via phone and emails within agreed service
level agreements.
* Experience in engaging with people with diverse technical backgrounds.
* An understanding of data protection and compliance principles.
Key Skills
Essential:
* Willingness to show initiative and learn.
* Organised and systematic when dealing with a wide variety of tasks and varying workload.
* The ability to manage your time and clients’ expectations.
* Able to manage and prioritize incoming tickets using a support management system such as Zendesk.
* Strong communication and written skills with the ability to translate technical requirements to non-technical clients.
* Able to troubleshoot and solve problems identified through a variety of events in a technical environment.
* Ability to work independently and collaboratively.
* Confident and able to make decisions and will take a pragmatic, proactive approach to work in order to respond to a variety of
demands.
* Ability to constructively challenge, facilitate and probe to fully balance out between the business and client needs.
* A high level of attention to detail, excellent follow through, and reliability.
Desirable:
* Experience in the healthcare industry.
* Experience in using any ticketing application to resolve external queries.
* Experience using internal tools including Zendesk, Target Process and Salesforce.
* Knowledge of remote assistance software and support portals.
* Ability to understand system processes and conceptualize system frameworks and impacts.
* Interest in at least one programming language, preferably JavaScript and/or C#.
* Understanding of SOAP and REST APIs, HTTP methods, different request and response formats is desirable.
* Understanding of structured data formats, such as XML, HL7, JSON, CSV.
* Understanding of cloud concepts and deployment models.
* Understanding of front-end web development and technologies such as HTML and CSS.
* Practical knowledge of Git and IDEs.
* Experience with analysis and creation of technical documentation for processes and workflows.
NB: To apply for this role, you must be an Australian citizen.
Working at Meddbase:
Our working environment is genuinely friendly, inclusive and comfortable.
Working hours are 9:00 am - 5.30 pm (Eastern Standard Time) with an hour for lunch. You will not be expected to work extremely
long hours, as so often happens in software companies. We prefer the approach of ‘it’s a marathon not a sprint’, so we actively
discourage working gruelling hours. Meddbase creates opportunities for everyone to socialise and spend time together informally.
Development & Support:
Once you join our team, we will ensure you benefit from a thorough on-boarding programme. Aside from regular 121s, appraisals and
informal check-ins, all employees have access to training and professional development opportunities.
Compliance:
Medical Management Systems is ISO 27001:2013 accredited and maintains various other standards to ensure best practice and
DPA2018/GDPR compliance. As part of your role, you will be expected to undertake information security training on an annual basis.
Furthermore, you will need to maintain awareness of and follow company policies on secure information handling.
Diversity:
Meddbase is an equal opportunities employer. All applicants will be considered for employment without attention to race, colour,
religion, sex, sexual orientation, gender identity or disability status.
THE COMPANY:
Meddbase is an online digital healthcare framework which has been designed and developed by Medical Management Systems Ltd in the
UK.
In 2004, we created a comprehensive healthcare web-application that runs all aspects of a medical practice, from GP practices up
to large hospitals groups. Our product enables single and multiple location private medical practices to connect securely to their
data from any location worldwide. We opened our Sydney branch in January 2024.
Purpose of the Role:
The primary purpose of this role is to support Meddbase’s Australian client base by responding to queries related to the Meddbase
application. You will be required to take ownership of tickets from first client contact through to satisfactory and timely
resolution.
Showing initiative and investigating possible causes/solutions independently will be expected in this role. You’ll communicate
your findings to encourage knowledge sharing across the team. A crucial element of the role is to clearly document all
communications with the client – such as, all steps taken to replicate the problem, any investigations made, ticket progress
status… etc. You’ll troubleshoot and resolve client issues within agreed timeframes.
The role requires excellent interpersonal skills to deliver outstanding customer service. You will be required to articulate
system features to clients in simple terms.
The bulk of time will be spent responding to client queries (in ‘ticket’ format) via email and via telephone, hence excellent
written and verbal communication skills are essential.
In addition, it is worth noting that the role encompasses both the concepts of application usage from the end user's perspective,
but also the administration and maintenance of the platform which often involves back-end configuration.
Over time, you will be expected to learn the platform thoroughly from front-end to back-end. You could be involved in client
projects from time to time, which will provide further opportunity to build your product and technical knowledge.
Due to the bespoke nature of the application, there will ongoing product training and insights sessions, such as ‘lunch and learn’
and ‘show and tell.’ It is anticipated that you will be genuinely curious about technology and software. You will be keen to
show initiative and be interested in continuously gaining and sharing knowledge.
Main Duties and Responsibilities:
* Appropriately responding to and resolving client queries related to Meddbase via a ticketing system.
* Managing incoming client issues and queries according to ticket status severity and overall client impact.
* Providing user (client) information and education via email and telephone, in line with best practice guidelines.
* Ensuring that incoming client phone calls are picked up and are handled in a professional manner.
* Successfully managing and building the ongoing professional relationships between Meddbase and its clients.
* Escalating issues to other teams where appropriate including forwarding queries to Client Account Management, Finance etc.
* Logging of escalated or complex issues for investigation by other teams.
* Taking initiative to design and maintain procedures for internal and external use where appropriate.
* Leveraging internal chat systems, emails and knowledge of more senior members of staff to create system documentation. This
could include writing or updating articles in our knowledge base.
* Be forthcoming and proactive in suggesting new ideas and identifying areas for improvement or enhancement.
* Occasional out of hours support might be required for urgent tickets only.
Person Specification
Relevant Experience Required
* Client focused technical support experience, ideally a SaaS platform.
* Experience of applying a logical approach to resolving functional and technical issues.
* Experience of seeking to understand the end user’s questions / problem.
* Experience of clearly documenting, assessing, investigating and resolving the issue.
* Experience of escalating issues to appropriate teams and leveraging wider support.
* Good experience of liaising with small to large clients in a professional manner via phone and emails within agreed service
level agreements.
* Experience in engaging with people with diverse technical backgrounds.
* An understanding of data protection and compliance principles.
Key Skills
Essential:
* Willingness to show initiative and learn.
* Organised and systematic when dealing with a wide variety of tasks and varying workload.
* The ability to manage your time and clients’ expectations.
* Able to manage and prioritize incoming tickets using a support management system such as Zendesk.
* Strong communication and written skills with the ability to translate technical requirements to non-technical clients.
* Able to troubleshoot and solve problems identified through a variety of events in a technical environment.
* Ability to work independently and collaboratively.
* Confident and able to make decisions and will take a pragmatic, proactive approach to work in order to respond to a variety of
demands.
* Ability to constructively challenge, facilitate and probe to fully balance out between the business and client needs.
* A high level of attention to detail, excellent follow through, and reliability.
Desirable:
* Experience in the healthcare industry.
* Experience in using any ticketing application to resolve external queries.
* Experience using internal tools including Zendesk, Target Process and Salesforce.
* Knowledge of remote assistance software and support portals.
* Ability to understand system processes and conceptualize system frameworks and impacts.
* Interest in at least one programming language, preferably JavaScript and/or C#.
* Understanding of SOAP and REST APIs, HTTP methods, different request and response formats is desirable.
* Understanding of structured data formats, such as XML, HL7, JSON, CSV.
* Understanding of cloud concepts and deployment models.
* Understanding of front-end web development and technologies such as HTML and CSS.
* Practical knowledge of Git and IDEs.
* Experience with analysis and creation of technical documentation for processes and workflows.
NB: To apply for this role, you must be an Australian citizen.
Working at Meddbase:
Our working environment is genuinely friendly, inclusive and comfortable.
Working hours are 9:00 am - 5.30 pm (Eastern Standard Time) with an hour for lunch. You will not be expected to work extremely
long hours, as so often happens in software companies. We prefer the approach of ‘it’s a marathon not a sprint’, so we actively
discourage working gruelling hours. Meddbase creates opportunities for everyone to socialise and spend time together informally.
Development & Support:
Once you join our team, we will ensure you benefit from a thorough on-boarding programme. Aside from regular 121s, appraisals and
informal check-ins, all employees have access to training and professional development opportunities.
Compliance:
Medical Management Systems is ISO 27001:2013 accredited and maintains various other standards to ensure best practice and
DPA2018/GDPR compliance. As part of your role, you will be expected to undertake information security training on an annual basis.
Furthermore, you will need to maintain awareness of and follow company policies on secure information handling.
Diversity:
Meddbase is an equal opportunities employer. All applicants will be considered for employment without attention to race, colour,
religion, sex, sexual orientation, gender identity or disability status.