Software Support Representative

Vacancy Name Software Support Representative Company Sentry Data Systems Speciality Customer Management Category Permanent Location Country Office Location Home 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. Shift for role: This role will work from 12pm-9pm EST. 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 Apply tot his job