Customer Support Representative

MEG is currently hiring for a Customer Support Representative to join their team.

MEG is on a mission to drive a culture of quality improvement in healthcare. With UX at the core of everything we do, we are creating innovative technology solutions for frontline healthcare workers, primarily to improve quality standards and patient safety.

Already working with world-leading hospitals around the world, MEG is continuing its expansion to include both local and international markets. We are hiring new members to our team to help us on this journey.

The full-time role is to start as soon as possible and on a remote working basis, providing flexibility and a work/life balance that suits you. We encourage our team members to take an active role in developing their own skills and give them plenty of autonomy and support to do so.

About The Role:
We are looking for a (full or part-time) friendly, well-spoken and technically savvy Customer Support Representative, to support our growing business in the USA/ LATAM. To really engage with our clients we would like someone who would work 12pm-8pm GMT/ BST and ideally you will have proficient Spanish.

Responsibilities include responding to customer queries in a timely and accurate manner, identifying customers needs and helping customers use specific features, and reporting on application issues.

You should also be able to maintain ongoing customer relationships, onboard and train users, improve customer experience through product support and provide insights on client-to-business interactions. You should have excellent communication, interpersonal, and customer service skills and demonstrate the ability to meet deadlines.

Primary Responsibilities:

• Provide technical solutions to help customers fully utilise their investment

• Configure customer systems to meet requirements

• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system

• Maintain support cases until resolution, drive other teams as needed and lead customer expectations

• Perform problem characterisation, replication, diagnosis, and root cause analysis

• Work with Technical team to resolve product issues and/ or escalate as necessary

• Author Knowledge Base Articles / Technical Notes

• Meet individual case management Service Levels and Customer Satisfaction goals

Requirements:

• Willingness to work 12pm-8pm GMT/ BST

• Native level proficiency in English

• Relevant technical diploma, degree or relevant work experience

• Experience diagnosing and resolving problems in software environment

• Experience providing direct support to external customers by phone, electronically, and face-to-face

• Excellent organisational skills; ability to prioritise, manage, multi-task and execute projects multi-functionally

• Excellent communications skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.

• Ability to explain complex concepts simply

• Excellent analytical skills

• Love solving problems

• The ability to navigate challenging situations in a professional manner

• Able to demonstrate experience in one or more of the following additional areas a plus: Database technology; Web technology; CRM technology

• Familiarity with SaaS solutions a plus

• Familiarity with any kind of ticketing solution: Jira, ZenDesk, HubSpot

• Team-oriented person with a passion for taking on challenges

Nice to have:

• Proficient Spanish is highly desirable

• Demonstrated experience supporting enterprise software solutions

• Experience working in a healthcare environment
This is an opportunity to work with a dedicated group of people building products that are to be used to improve the lives of patients in hospitals around the world.

Benefits:

• We can support employees who want to work remotely in Ireland for extended periods of time

• 25 days annual leave per year plus bank holidays

• Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance

• Company-funded social events

• For employees who choose to work in the office, MEG offers cycle-to work and public transport commuter schemes and encourages employees to take part

• Investment into your professional development and opportunities for career progression

• Comfortable office space in co-working environment in Dublin city for those who prefer hybrid or office-based working arrangements

• An open and democratic work culture where everyone can contribute, learn and teach

For more information or to apply for this role, please email careers@megit.com, attach a cover letter/CV and state 'Customer Support Representative' in the subject line.

About MEG:
MEG's mission is to provide the best quality management platform for healthcare providers around the world, enabling them to sustainably deliver great care to every patient every time.

With a relentless focus on creating a better experience for the working lives of frontline staff, our team is united around building innovative technology solutions for healthcare teams that improve care quality standards and patient safety.

Already working with world-leading hospitals in more than a dozen countries across Ireland and the UK, the Middle East, Latin America, Australia and New Zealand, MEG is continuing its expansion in both local and international markets. We are hiring new members to our team to help us on this journey.

Our company has a remote-first mindset and is built on trust, communication and fun. We have an excellent collaborative work environment and offer our employees great experience across a range of different projects. We encourage team members to take an active role in developing their skills and give them plenty of autonomy and support to do so.

Equal Opportunities:
We are a global team with a global mindset. Cherishing and protecting diversity is core to our company culture. We are always looking to diversify the talent in our team. If you feel you don't quite meet all the criteria in the job spec but have the potential to do the role, we'd still love to hear from you.

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