Customer Service Representative

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patientMpower are looking for someone who is people-focused to join our Customer Success Team. This team helps our customers to get started on the patientMpower platform, understand their needs and support them as they grow their usage of our applications.

You will be responsible for providing technical support for patients and clinical users of the patientMpower platform.

Responsibilities

As a start-up with a headcount of 15 staff members, we require a degree of flexibility. Your day-to-day would be a mix of proactive and reactive work. The successful candidate will be responsible for the following:

  • Resolving, or assisting in the resolution, of users’ problems and queries arising from the implementation and subsequent live operations of the patientMpower platform.
  • Answering inbound customer calls via an automated phone system.
  • Making outbound calls to the new patient supporting them to get set up on the patientMpower platform.
  • Receiving and handling email and chat enquires and log on our help desk system.
  • Generating and maintaining support documents for patients and clinicians.
  • Scheduling medical hardware device delivery via third party transport companies direct to the hospital and patient.
  • Performing other duties as required

Requirements

The successful candidate will meet the following criteria

  • 12 months experience in a customer facing role.
  • A self-starter who is capable of working independently and remotely with a distributed team.
  • Comfortable with Excel
  • Experience with CRM tools and troubleshooting ticketing systems.
  • Technical understanding and ability to troubleshoot and resolve technical problems.
  • Genuinely enjoy solving problems and pride yourself in providing exceptional customer support to everyone you speak with.
  • Excellent written and spoken English and likes to communicate with empathetically with all parties
    Proficient in creating support content in different formats (web, video etc)

Nice to have but not mandatory

  • Healthcare experience
  • Experience in a Technology Company
  • Experience with Bluetooth support
  • Fluent in another European language (e.g. Spanish, German, French or Italian)

Company Information

patientMpower is excited to announce we are recruiting for a Customer Service Representative to support our expanding customer base. patientMpower is a digital healthcare company providing technology solutions for people living with long-term illnesses. We are passionate about empowering better outcomes by enabling patients to better manage their care and by providing unique data insights for healthcare providers and researchers to improve treatments. The successful candidate will gain a real appreciation for the needs of both patients and healthcare workers and how software can have a transformative impact in the delivery of care. By working with us, you can play your own unique role in making life better for people living with difficult medical conditions. At patientMpower we encourage and support employees to be brave in their thinking, learn continuously and grow personally and professionally.