Customer Support Specialist

About The Role

We are looking for a highly motivated individual to join us as a Customer Support Specialist; you will be focused on three main areas:

Customer Support and Incident Response

You will be part of a team who are the first point of contact for customers contacting Mayden via phone, email or support log. You will perform initial analysis, diagnosis, and resolution of basic to intermediate technical issues related to the application, user access, and connectivity. You will own the resolution of issues in line with our Service Level Agreement (SLA).

Technical and Application Support

You will develop and maintain a strong working knowledge of Mayden's products and features and contribute to the internal knowledge base by creating, reviewing, and updating articles based on recurring issues and resolutions. You will identify trends in support requests to flag recurring problems for root cause analysis and collaborate with other teams to drive service improvement.

Excellent Customer Service

You will act as a vital liaison between our clients and technical departments, ensuring complex issues are meticulously documented and escalated to the appropriate stakeholders. You will communicate progress to customers using accessible, non technical language and proactively identify process improvements to enhance the overall service experience.

Following completion of new starter training with us, you will be happy to respond to client queries online and over the phone. You will be expected to self manage your own backlog of work and organise your own time to deliver this in the most effective way possible alongside your team members.

About You

• You enjoy tackling, discovering solutions and collaborating with those around you to achieve the best outcome.
• You have juggled multiple priorities successfully to meet deadlines or targets.
• You are confident proposing new ideas to colleagues and responding to feedback.
• You will have relevant customer service experience and are comfortable liaising with customers.
• You may not have worked in health tech before but have a passion for helping people and an interest in healthcare and/or technology.

Key Skills

• A high level of professional client facing communication (phone, video, and written). Fluency in English is essential.
• Attention to detail, ensuring all written correspondence and external and internal documentation (help guides, process maps) is accurate and professional.
• Ability to evaluate and manage competing demands, ensuring that critical tasks are prioritised to meet service level agreements and business objectives.
• Collaborative, and able to work with multiple stakeholders across the business to advocate for the customer and ensure excellent service.

How to apply

Please do upload the following on to the portal when you are applying:

• A covering letter describing your interest in the role, what you are passionate about and what you think you would bring to the team and to Mayden. (We do read these and enjoy hearing about you and your interests).
• Your CV (all those amazing things you achieved and done).
• A copy of your passport and, if required, your share code and date of birth. We need to have evidence that you are eligible to work in the UK.

Please note: Applications will not be put forward if the above are missing.

This role is not eligible for sponsorship by Mayden for a skilled worker visa. We are therefore unable to accept applications from individuals who would require an employer to sponsor them for a work permit.

Benefits

We offer a phenomenal working environment, exciting opportunities to learn new skills, and an excellent package of benefits including:

• life assurance
• private health insurance
• pension (enhanced after successful completion of probation)
• personal training and conference budget
• onsite gym
• parking, including EV charging points
• 25 days annual leave plus bank holidays (with the option to buy or sell annual leave after probation is completed)

Hours and Location

The position is for a full time member of our team, 37.5 hours, Monday to Friday.

Collaboration is one of our four company values - we work best together. We believe there is significant benefit from working face to face when that is appropriate. At the same time, some work may be carried out just as effectively alone and away from the office. We have therefore created a flexible 'place of work' policy that asks everyone to be where the work of the day is best completed and overall spend enough time in the office with others to maintain relationships and communication. As a general rule, we require an average of 2-3 days in the office per week.

The role involves occasional travel.

You must be eligible to live and work in the UK.

We will review applications as they arrive and this role will therefore close upon receipt of applications reaching our limit or making a successful offer to a candidate.

Successful applicants will be asked to complete a basic DBS check as part of their onboarding process. These checks are processed by the Disclosure and Barring Service (DBS) and will be paid for by Mayden. The need for DBS screening follows requirements from our customers and NHS England.

STRICTLY NO AGENCIES

If this role isn't for you, but you like the sound of working at Mayden, please keep checking our website for more exciting opportunities coming soon.

About Us

Mayden is a growing software company, awarded the 2024 EntreConf Employer and Health and Wellbeing awards and previous Development Team of the Year at the UK IT industry awards. We love that the work we do makes a difference in healthcare, changing what's possible for clinicians and patients.

Mayden has a flat management structure and a coaching culture, with team members working together and supporting one another to make things happen.

Accessibility best practices and standards are important to us and our customers, you don't have to have experience in all of these, just a willingness to learn.