Role and Responsibilities

  • As the clients’ first point of contact, to provide a superior customer support service to Lumeon’s clients and customers at all times.
  • Promptly answering telephone calls and email queries and ensuring exemplary customer service is delivered, ensuring clients are kept regularly up to date and suitably informed of the status of their query.
  • Providing application support, which will include triaging and identifying issues, debugging, developing, suggesting workarounds and when necessary escalating issues to other teams such as the Development Team, within a timely manner to endeavour to meet the company’s SLA obligations.
  • Be a point of escalation for complex technical and non-technical queries from other members of the support team
  • Conduct internal training sessions periodically for members of the Support team
  • Create reports as and when needed by other teams
  • Support the migration of clients from their existing healthcare software systems into our SaaS product.
  • Adhere to all company policies described on the internal intranet
  • Ensure all tasks are completed in a timely manner
  • To undertake other reasonable duties at the request of the line manager

 

Skills and Qualifications required:

  • Experience troubleshooting and debugging with MySQL
  • Experience of writing complex SQL queries
  • Strongly developed analytical, problem solving and troubleshooting skills
  • Experience in the use and configuration of PHP and PHP-based applications
  • An understanding of networks (TCP/IP, HTTP, HTTPS, NFS, Firewalls)
  • Experience of working with Linux and issuing basic Linux commands
  • Must have excellent communication skills with a passion for providing customers with a great service at all times
  • Displays a high level of independence in all tasks and assignments
  • Demonstrated ability to prioritize tasks and organization
  • Excellent verbal and written, business and technical, communication skills in English
  • Demonstrated high quality of customer service and technical support
  • Demonstrated self-initiative with a strong desire to solve problems
  • High level of patience and composure under pressure in critical situations
  • Knowledge and experience with current enterprise-level technology (software & hardware)
  • Experience in cloud infrastructure and deploying websites in virtualised environments