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 Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.The TeamThe Software Support Analyst provides an escalation service for complex product and customer issues handled by the Software Support team. Conducts analysis of reported issues to identify root cause and assume department ownership of cross departmental projects
You will be
- Focusing on complex tasks escalated by the SSR team to ensure thorough investigation and identification of problem in order to facilitate a resolution.
- Responsible for escalated issues and liaising with delivery teams to reach satisfactory resolution of issue.
- Assisting the SSR team with guidance and investigation of issues as appropriate to assist with improving individual SSR knowledge.
- Assisting the SSR team with guidance and investigation of issues as appropriate to assist with improving individual SSR knowledge.
- Utilizing experience and domain knowledge to support key customers who require additional support, due to size of organization or complexity of infrastructure, to provide an exceptional level of service and issue resolution.
- Responsible for liaising with delivery teams during sprints to identify areas where Software Support needs to review and update processes/procedures and necessary documentation as a result of product changes.
- Responsible for liaising with delivery teams during sprints to identify areas where Software Support needs to review and update processes/procedures and necessary documentation as a result of product changes.
- Responsible for communicating key software changes as part of updates to SSRs in order to ensure a good understanding of the changes.
- Obtaining feedback from customers, and act as a communication channel to the delivery teams in order to ascertain best proposed solution as part of defined bug/ER/CFT processes.
- Liaises with Software Support Trainer to provide information about upcoming releases and changes to key processes in order to keep the training documentation up to date.
- Identifying patterns of customer issues over a sustained period of time to determine root cause analysis of repeated problems.
- Assuming ownership and completion of tasks to complete internal department/cross-departmental projects.
About you
- Educated to degree level (relevant degree e.g. computer science, programming) with at least 1 years technical experience or 3 years technical experience in a support role with 2 years customer service experience.
Knowledge and Skills
- Basic programming skills to assist with creation of batch scripts and resolution of issues
- Basic T-SQL knowledge to provide suitable solutions and troubleshoot scripts
- Exceptional Problem-Solving skills
- Expert Customer Service skills
- Excellent Oral and Written Communication skills
- Experience with Data Analysis
- Strong Teamwork skills
- Exhibits high quality of work
- Dependable
- Shows Initiative
- Comprehensive knowledge of The Craneware Group’s gateway products
