Support Consultant
Job description
Support Consultant providing domain and application support to users of NEC's Health Registry services, acting as key contact for implementation of Registries as a Service (RaaS) products and owning the customer/user service support experience.
At a glance
- Work mode
- Remote · UK
What you'll do
- Take full ownership of all service requests assigned to the Registry support queue, through to closure
- Resolve requests through investigation, analysis, troubleshooting and liaison with other teams
- Receive direct phone transfers from the Health Service Desk to enhance the customer service experience
- Ensure the Incident Management system is managed and updated correctly, and service SLAs are met
- Act as implementation owner of Registries as a Service (RaaS) products
- Serve as key contact point for customers
- Liaise with customers and internal stakeholders to ensure successful launch and ongoing service
- Ensure RaaS services are launched accurately to customer specification and within required deadlines
- Complete all required system administration tasks vital to the provision of Registry products
- Continuously seek to identify service improvement opportunities benefiting the team, other teams, customers, users or the Registry products
- Plan and drive improvements through to completion
- Contribute and own assigned tasks of the Registries Service Improvement Plan
- Actively seek to increase own Registry knowledge by arranging sessions with colleagues or customers
- Document knowledge gained for population into a learning resources hub owned by the Registry Support Team
- Maintain up to date knowledge of procedures and policies relevant to the post
- Participate in user acceptance testing of registry applications and services
What we're looking for
- Excellent communication skills
- Excellent customer service skills
- Highly self-motivated
- Good problem solving/issue investigation skills
- Attention to detail
- Proficient in Microsoft Office – especially Word/Excel/PowerPoint
- Ability to work as part of a team and on your own
- Ability to work under pressure
- Ability to manage and prioritise workload effectively
- To be able to work flexibly when required
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK
- This role will require UK Security Clearance
Your team
Registries Support Team
A customer facing team who own the service support experience for Registries users and carry out key system administration tasks essential to the running of customer services.
Benefits
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A fantastic selection of flexible benefits to suit your individual needs
- An invaluable employee assistance programme which can help in every area of your life
- All colleagues get free access to LinkedIn Learning with over 15000 courses
Apply
Direct apply at NECSWS
Opens the job posting at NECSWS
About NEC Software Solutions
NEC Software Solutions is part of global tech giant NEC Corporation. Its software helps dispatch ambulances, support families, keep trains on the move, locate missing people and test the hearing of newborn babies. It works with governments, hospitals, police forces, housing providers, local authorities and more.
Key facts
- 3,000+ employees
- Part of global tech giant NEC Corporation
- Works with governments, hospitals, police forces, housing providers, local authorities and more