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Software Support Representative

Software Support Representative

CompanyCraneware Inc



Location Country

Office LocationHome based – US

Additional Locations

Introduction to Craneware

Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.

If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we’ll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.

The Team

Our Software Support Representative provides comprehensive customer solutions service offering credible and knowledgeable advice and solutions on a wide range of issues related to The Craneware Group’s products.

You Will Be

  • Managing and resolving software queries via multiple sources to maximise customer satisfaction.
  • Escalating complex issues to Analyst team and/or Software Support Manager when appropriate, to ensure timely resolution of issues.
  • Identifying customer training needs, and organise training sessions, to improve customer software knowledge.
  • Where necessary, facilitating introductions to assigned Customer Care Partner/Account Executive to maximise customer engagement.
  • Developing and maintaining a thorough knowledge of internal systems and able to fully document progress, with a view to improve processes for the SSR team.
  • Identifying potential customer references and success stories through relationship building, to help promote The Craneware Group’s software.
  • Developing and maintaining a thorough knowledge of all The Craneware Group’s products, with a view to sharing knowledge in the team.
  • Completing remote installations on all software products for colleagues and customers, to end user satisfaction.
  • Contributing to continuous improvement via 3Cs and involvement in departmental lean processes.

You Will Bring

  • Educated to HND level in a computing related discipline or up to 2 years’ experience in a customer facing environment
  • Fully conversant in aspects of healthcare and in The Craneware Group’s domain, products and services
  • Working knowledge of database principles, such as SQL
  • Basic SQL knowledge to provide suitable solutions and troubleshoot scripts
  • Expert troubleshooting skills
  • Identifies and resolves problems in a timely manner
  • Gather and analyses information skilfully
  • Manages difficult customer situations effectively
  • Excellent written and oral communication
  • Excellent team player
  • Ability to listen and respond to customer needs, providing an excellent level of customer service at all times
  • Demonstrates quality and accuracy in assigned tasks
  • Effective time management
  • Volunteers readily for tasks