iMedDoc Customer Support Team Lead

3 weeks ago

Dublin, Dublin City, Ireland Clanwilliam Group Full time

Clanwilliam, a healthcare technology group County Cork, Ireland iMedDoc

Company Description

Clanwilliam 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.

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 Ireland is a member of the Clanwilliam family of businesses.

Position

Clanwilliam have an exciting opportunity for a Customer Support Team Leader to join our growing Customer Support team. The Customer Support Team Leader will be an integral part of the iMedDoc Ireland team, responsible for the day to day running of the iMedDoc Desk, reporting to the Customer Support Manager.

Based in our Cork office, the Customer Support Team Lead will provide ongoing and consistent leadership to direct reports, ensuring the team are performing to the best of their ability.

The successful candidate will have strong technical support experience coupled with strong expertise in areas such as databases, networking and web applications

Requirements

The ideal candidate will possess the following qualification, skills, knowledge, and attributes:

  • Third level qualification in Computer Science, IT or Software Engineering an advantage.
  • At least 3 years experience in a Customer support role.
  • Solid database and web application understanding.
  • Excellent communication and leadership skills.
  • Degree in Management or formal training on team leadership is an advantage.
Other information

Responsibilities include but are not limited to:

  • Ability to work in a fast-paced environment, both in a team or alone, dealing with several tasks (projects and issues) simultaneously.
  • May act as IT lead / liaison on projects and work efforts.
  • Coordinate with Product Owners, Operations, and internal stakeholders and customers to ensure quality service
  • Prioritise customer requests/support issues and projects effectively, taking ownership of issues reported and communicating priorities and plans to management.
  • Apply in-depth troubleshooting and debugging skills along with knowledge of systems and applications to get to the root cause of customer issues.
  • Liaising with the development team and attending weekly meetings to discuss issues, releases, fixes and feature and bug related queries.
  • Lead the identification and implementation of process improvements.
  • Provide technical and design expertise to the team regarding problem resolution.
  • Work with team members both remotely and face to face in finding solutions in order to improve the organisation.
  • Delegating tasks to the team and setting deadlines and monitoring team performance.
  • Ability to conduct site visits with customers to help build relationships.
  • Record KPI's and Create Reports for both External and Internal monitoring of performance to spot trends/weakness where improvements can be applied to provide a more efficient Service Desk.
  • Create reports for management and major customers on a weekly and monthly basis
  • Conduct customer training and assist with onboarding
  • Ensure all support processes are documented and available to staff members
  • Interviewing prospective new hires and evaluating candidates on predicted job fit and soft skills requirements.

Clanwilliam Ireland is an equal opportunities employer.

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