Technical Support Agent-6 Months Fixed Term Contract

at  Clanwilliam a healthcare technology group

Clanwilliam is a leading provider of pharmacy and practice management software. Our technology and services are trusted by tens of thousands of users every day in practice management, pharmacy and other clinical settings all over Ireland and the UK.
Our vision is to enable the seamless flow of patient data by connecting primary and secondary healthcare software systems to enhance patient experiences. We work hard every day to achieve this by putting our customers at the centre of everything we do and partnering with key industry stakeholders to ensure our systems consistently exceed expectations.
Clanwilliam Ireland is a member of the Clanwilliam family of businesses.

THE IDEAL CANDIDATE WILL POSSESS THE FOLLOWING QUALIFICATION, SKILLS, KNOWLEDGE, AND ATTRIBUTES:

• Both graduates and experienced candidates’ welcome.
• Good knowledge of databases (SQL).
• You must be able to multi-task and have excellent communication and keyboard skills.
• Excellent telephone manner and interpersonal skills.
• Willingness to learn.
• Good team player.
• Positive and flexible attitude.
• Highly motivated.
• Professional approach.

AT CLANWILLIAM, YOU CAN EXPECT CHALLENGING PROJECTS, TASK OWNERSHIP, CONTINUOUS TRAINING AND PROFESSIONAL DEVELOPMENT, AND ULTIMATELY, THE CHANCE TO GROW A CAREER IN AN EXPERIENCED COMPANY DIRECTLY HELPING TO IMPROVE PATIENT CARE. FURTHER, YOU CAN ALSO EXPECT:

• Company matched pension scheme.
• 22 days annual leave, increasing yearly up to 26 days.
• Flexible working/work from home opportunities.
• 2 paid CSR Volunteering/Charity Days per year.
• 1 Wellbeing Day per year.
• Maternity & Paternity pay up to 75% of salary for 18 weeks.
• Full access to our Employee Assistance Programme.
• Regular wellbeing supports and webinars.
• Annual leave purchase scheme.
• Working abroad opportunities – 20 working days per year.

• To identify, resolve, log and follow up all client queries at all levels of support.
• Working on the GP Support Team troubleshooting our in-house software for pharmacies over the phone or via Remote Dial.
• Troubleshooting hardware problems e.g., PCs/Printers/Networks/Scanners.
• Working with other colleagues on the team to help resolve customer issues.
• Testing new versions of the software and leasing with the Development Department to report any potential issues found.
• Working closely with our hardware desk to resolve issues.
• Liaising with our field engineers to arrange site visits for issues that cannot be solved over the phone.
• Ensure that the highest level of communication is maintained with regard to client queries, issues, and complaints.