Customer Support Representative

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 immediately 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 ROLEJob Description We are looking for a (full or part-time) friendly, well-spoken and technically savvy Customer Support Representative, who possesses a strong drive for results.
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 ResponsibilitiesProvide technical solutions to help customers fully utilise their investmentConfigure customer systems to meet requirementsCommunicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking systemMaintain support cases until resolution, drive other teams as needed and lead customer expectationsPerform problem characterisation, replication, diagnosis, and root cause analysisWork with Technical team to resolve product issues and/or escalate as necessaryAuthor Knowledge Base Articles / Technical NotesMeet individual case management Service Levels and Customer Satisfaction goalsRequirementsRelevant technical diploma, degree or relevant work experienceExperience diagnosing and resolving problems in a software environmentExperience providing direct support to external customers by phone, electronically, and face-to-faceExcellent organisational skills; ability to prioritise, manage, multi-task and execute projects multi-functionallyExcellent communications skills (presentation, written, and verbal).
Able to communicate effectively with all levels of professional staff.Ability to explain complex concepts simplyExcellent analytical skillsLove solving problemsThe ability to navigate challenging situations in a professional mannerAble to demonstrate experience in one or more of the following additional areas a plus: Database technology; Web technology; CRM technologyFamiliarity with SaaS solutions a plusFamiliarity with any kind of ticketing solution: Jira, ZenDesk, HubSpotTeam-oriented person with a passion for taking on challengesNice to haveDemonstrated experience supporting enterprise software solutionsExperience working in a healthcare environmentThis 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.
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
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 description but have the potential to do the role, we'd still love to hear from you.
For more information or to apply for this role, please email ******, attach a cover letter/CV and state 'Customer Support Representative' in the subject line.

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