Product Support Specialist
Come and join the DrDoctor team!
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Product Support Specialist
Who are you?
We're on the lookout for a Product Support Specialist to join our dynamic Support team. You’ll be contributing to the growth and future shape of the Support function at DrDoctor by providing outstanding customer care and product support to our growing client base. If you consider yourself to be resilient and a self-starter with a genuine interest in technology, then this role is for you!
OK, that’s me, but who are DrDoctor?
Take a look at our careers page (https://drdoctor.teamtailor.com/) to find out a bit more about our mission, vision, and impact!
But ultimately, we 💚 the NHS and want to help it work better. We radically transform the delivery of health services to make healthcare work for everyone – for patients, doctors, administrative teams and taxpayers.
Tell me more, who would I be working with?
"Hi! I am Katia and I've been with DrDoctor for almost 2 years. As a Senior Customer Support Analyst, I make sure that our Patients and Clients receive great customer service and that they have a great experience using our platform! We are currently a team of 4 that includes me, Tom & Tabitha, our Technical Support Engineers and our manager Gareth. We are a fun and close-knit team and we can’t wait to meet you!"
What would I be doing day to day?
One of the great things about a scale-up is that every day is different and there is always an opportunity to get involved in something outside of your ‘BAU’!
However, the key things you could expect would include:
- Serving as the first point of contact for customers seeking product and technical assistance
- Ensuring necessary information is recorded in ticketing system for all queries
- Investigating and resolving queries where possible or escalating them to the appropriate teams as necessary.
- Collaborating with cross-functional teams, such as Client and Product Development, to escalate and resolve complex issues
- Creating and maintaining comprehensive documentation, knowledgebase articles, and troubleshooting guides
- Analysing customer support data and identifying trends, areas for improvement, and potential product enhancements
- Contributing to the continuous improvement of support processes and procedures
You will:
- Be a detail oriented person who takes pride in providing high quality customer service
- Be a natural problem solver with an inquisitive and analytical nature
- Have excellent written and spoken English
- Have the ability to understand and explain technical concepts to varied groups of people
- Stay up-to-date with the latest technologies, industry trends, and best practices related to customer support and technical troubleshooting.
- Be driven to hit support related KPI’s whilst using data to draw important product insights
- Be comfortable working in a fast paced environment with the ability to multitask and context switch
OK, I’m interested. What experience do I need to have?
We fully expect that you will need time to develop in your role and we are committed to supporting you on your journey.
We’d love for you to have:
- Proven experience in a customer support or technical support role
- Experience working with Web based applications
- Experience providing support through various channels including phone, live chat and email
- Familiarity with customer support tools, ticketing systems, and logging tools (Hubspot, Jira, Notion, Splunk (desirable)
- Basic knowledge of SQL and T-SQL (desirable)
- Background/interest in healthcare (desirable)
We know from research and experience that candidates may not apply if they don’t think they meet 100% of our requirements. If you don’t tick all the boxes but feel you would be a good fit, we would still love to hear from you. We are committed to creating a diverse and inclusive culture!
Just to let you know too, we will need you to have the Right To Work in the UK, and as we work closely with the NHS, if we get to the stage where we make you an offer to join us, we will also need to undertake a DBS check.
We are perfect for each other, what are the next steps?
We are currently recruiting heavily and have a lot of CVs to go through. However, we don’t wait for roles to close before going through your CV. We will be in touch in a few days to let you know if we think we might be a match, and if we are not.
If it’s a match, then we will arrange a time to talk to you on a quick 30 minute call. We will tell you more about the role, the team and why you should want to join us. Then, you will have a second-round interview with two members of the Support team. Should you be successful, you will then move onto the final round interview with the Engineering Manager and another member of Support. During the second-round interview you will have a case study to present. This will be sent to you ahead of time for you to prepare.
We get there are a lot of great roles out there, so we will make sure to get through the rounds as quickly as possible. All we ask is you keep us up to date with your plans.
I can’t wait to get started, what are the perks?
An awesome team and mission? Oh, you want more?
We keep all of our Perks and Benefits updated on our careers page https://drdoctor.teamtailor.com/ – we like to think there is something for everyone! Let us know if you have any questions regarding them.
As DrDoctor has grown, we are seeing more of our people wanting to socialise in different ways.
Whilst we know that some of us love to go to the pub, we want to make sure we are including a wide variety of activities and events for our teams to enjoy each other's company, we aim to continue creating an open space for anyone and everyone to suggest how they’d like to spend time with their teams.
We love a Summer and Christmas party and regular company/team socials and away days. In the past year or so, we have enjoyed AI Games, Agile Games, Terrarium Making, Wreath Making to name a few. Over the past 12 months, we've held various events for celebrations such as Holi Festival, International Women’s Day, Pancake Day and Pride celebrations and our 11th Birthday!
Salary banding for this role is: £26,000 - £33,000. Internally the job title for this role will be "Customer Support Analyst".
#LI-Hybrid
- Department
- Engineering & Product
- Locations
- London Office
- Remote status
- Hybrid Remote
- Yearly salary
- £26,000 - £33,000
- Employment type
- Full-time
About DrDoctor
DrDoctor does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
Product Support Specialist
Come and join the DrDoctor team!
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