User Champion
2018-10-01 10:32:56
2019-11-18 23:59:59
- London, London
- £competitive
- 18th Nov ’19
- Closed
Do you want to help build the future of healthcare IT? This company lets GP practices communicate with their patients, their team, and other organisations and are rapidly being adopted around the country. Their looking for a smart, friendly and motivated team member to join their London-based team and take the lead on customer support. This will include responding to support queries and calls, improving their processes for handling support and turning their users into an engaged community.
The Company
- Aims to fix communication in healthcare.
- Helps GP practices communicate with their patients, with their team, and with other teams involved in a patient?s care.
- Fast growing and are used in almost 10% of GP practices in the country.
The Role
You will have three main responsibilities:
1. Day-to-day support - They pride themselves in providing responsive, effective and friendly support to their rapidly growing user base. You?ll be the first point-of-contact for their users, whether they get in touch by phone, email or web chat. And you won?t just resolve their technical issue or answer a product question, you?ll use the opportunity to learn more about how they use Chain and do some user research related to upcoming products and features.
2. Support processes - They're a small team with big reach and want to keep it that way. They're constantly making their customer support more effective and responsive so that they can power more practices. For example, every two weeks they take the three top reasons for support calls and plan product improvements that address those. You will take the lead on improving these processes, with a big focus on self-service and community-led support.
3. Community management - They're now used in 8% of practices in the country and this should triple over the next 4 months. But they don?t just want users. They're building a tribe of staff in healthcare who are on the cutting edge of how primary care is delivered. You?ll bring them together in online user groups and events. You?ll engage them to transform how they deliver care. You?ll learn from them to inform the future of the company's product road-map. As they are a small and young company, you?ll be very close to everything else going on, from design to operations, and they will need you to pitch in with other work at times.
Requirements:
- You thrive in a culture of feedback - giving it and receiving it.
- You?re a self-starter and can develop and follow your own plans towards a goal.
- You care about delivering an outstanding service for their users.
- You love solving problems.
- You're friendly and patient, even under pressure.
- You care about making healthcare better for patients and staff. (You don?t need a healthcare background, but let them know if you have one!)