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User Support Specialist

AccurxLondon (Shoreditch)
On-site Full-time

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Experience Level

Experience

Qualifications

Core Skills We're Looking ForPassion for improving healthcare and making a real difference. Experience in user or customer support, particularly with tools like Intercom, Zendesk, or similar. Confidence in communicating with various stakeholders. Excitement about learning new systems and mastering fast-evolving technologies. Healthcare experience is a plus but not required.

About the job

Transforming Healthcare Communication

At Accurx, we envision a healthcare system where communication flows effortlessly among all parties involved in patient care, including the patients themselves. We believe that every NHS staff member should leverage our innovative software to achieve this goal.

As a User Support Specialist at Accurx, you will serve as a crucial nexus between our advanced communication technology and the healthcare professionals on the ground. With over 98% of GP practices utilizing our products, your contributions will have a significant impact on the healthcare experience of millions of patients across the UK. Your primary objective will be to ensure that doctors, nurses, and administrative staff can navigate our platform effortlessly, enhancing the quality of patient care.

Key Challenges You Will Address

  • High-Impact User Support: You will be the first point of contact for users via Intercom, providing clear, empathetic, and solution-oriented support to ensure their workflows remain uninterrupted.

  • Technical Troubleshooting: Addressing software bugs and feature inquiries will be your responsibility, ensuring the platform operates smoothly in clinical environments.

  • Influencing Product Development: You will collect valuable insights from users, sharing their suggestions and concerns with our product teams to inform our future developments.

  • Cross-Functional Collaboration: As a product expert, you will lead collaborative User Support shifts, fostering knowledge-sharing to keep our team aligned with user experiences.

  • Ensuring Clinical Excellence: Each query will be handled with the precision that healthcare demands, upholding high standards for data integrity and safety.

Essential Qualifications

  • A genuine passion for enhancing healthcare and making a positive impact on people's lives.

  • Experience in user or customer support, particularly with platforms like Intercom, Zendesk, Freshdesk, or similar chat tools.

  • Strong communication skills to effectively interact with diverse stakeholders, including GPs, receptionists, patients, and product managers.

  • A keen interest in mastering new systems and becoming proficient in a rapidly evolving tech environment.

  • Experience in a healthcare setting is advantageous but not mandatory; we value your mindset over your resume.

About Accurx

Accurx is at the forefront of healthcare communication solutions, aiming to bridge the gaps in patient care communication. Our mission is to empower NHS staff with innovative software that enhances the patient care experience across the UK.

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