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 ROLE

Job 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 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

• 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

• 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.

Salary

• Dependent on the applicant’s experience.

Benefits

• 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

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 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 careers@megit.com, attach a cover letter/CV and state ‘Customer Support Representative’ in the subject line.