Customer Support Executive

patientMpower are currently recruiting for a Customer Support Executive to join their team.

About the Role:
We are looking for someone who is people-focused to join our Customer Success Team. This team helps our customers to get started on the patientMpower platform, understand their needs and support them as they grow their usage of our applications. You will see how software can have a transformative impact in the delivery of care.

As this role involves managing a lot of logistics, it is essential that the person spends 2- 3 days a week in the Dublin office (D8). The Customer Success team operates on a rota system, so there is always someone in the office. We are happy to support remote working at other times.

Responsibilities:
As a start-up with a headcount of 20 staff, we require a degree of flexibility. Your day-to-day life would be a mix of proactive and reactive work. The successful candidate will be responsible for the following:

• Leading the customer support function as the company develops
• Provide ongoing support and troubleshooting assistance to hospitals, clinicians and patients
• Oversee and optimise the movement, storage, and distribution of medical hardware devices in use throughout various programmes. Responsibilities include managing supply chain operations, coordinating with vendors, transport providers and patients, ensuring timely deliveries, maintaining inventory accuracy, and implementing cost-effective strategies.
• Provide virtual (webinar) training to clinicians (nurses and doctors) on how to use the patientMpower platform
• Relay feedback to product development team on issues and product improvements, and manage feedback to clients on issue resolution or new feature introduction
• Creation of educational support content for clinicians, patients and marketing

Requirements:

• 1-3 years work experience in either the tech/ healthcare sector
• Experience in analysing data and comfortable with Excel
• Experience with CRM tools and troubleshooting ticketing systems
• Experience working with targets (SLAs, Productivity & Customer Satisfaction).
• Genuinely enjoy solving problems and pride yourself in providing exceptional customer support to everyone you speak with.
• Excellent written and spoken English
• Proficient creating support content in different formats (web, video etc)
• Self-starter who is capable of working independently and remotely with a distributed team.

Working Hours & Job Location:

• 2- 3 days a week in Dublin office (D8), Virtually (or in-person) at other times
• Flexibility in working hours to support US clients on as needed basis
• Attending client sites in Ireland and internationally to support customer usage and grow accounts

Company Overview:
PatientMpower is a digital healthcare company providing technology solutions for people receiving care from their healthcare teams at home. We are passionate about empowering better outcomes by enabling patients to better manage their care and providing unique data insights for healthcare providers and researchers to improve their care.