Support Consultant

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

PRIMARY OBJECTIVE OF ROLE

• To provide domain and application support to all users of NEC’s Health Registry services.
• To act as the key point of contact for the implementation of Registries as a Service (RaaS) products
• To take ownership of the customer/user service support experience
• To complete key system administration tasks, essential to the running of NEC Registry Services.
• Identify and drive Registry service improvements through innovation, documentation and learning resources 

MAIN RESPONSIBILITIES

The Support Consultant role is an interesting hybrid of support, project and service management and is a fantastic opportunity for a career minded individual to enhance their skills and experience. Successful candidates will become experts in our suite of registry applications and the health registry domain knowledge which accompanies these. The Support Consultants can build relationships with internal and external stakeholders alike and are a customer facing team who own the service support experience for our Registries users. The Registries Support Team will carry out key system administration tasks essential to the running of our customer services. They will identify and complete continuous service improvements which benefit the team or our customers through innovations e.g. automation, application enhancements, documentation, processes and learning resources.

The Support Consultant role is best suited to a self-motivated individual with excellent communication skills; eager to learn and able to troubleshoot confidently with minimal assistance. 

• Support

o To take full ownership of all service requests assigned to the Registry support queue, through to closure.

o Resolution of requests is likely to require investigation, analysis, troubleshooting and liaison with other teams

o Where appropriate and necessary, the Health Service Desk will be able to transfer users directly to Support Consultants by phone to enhance the customer service experience

o Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.

• Product Implementation

o Implementation owner of Registries as a Service (RaaS) products

o Key contact point for customers

o Liaison with customers and internal stakeholders to ensure successful launch and ongoing service

o Ensure RaaS services are launched accurately to customer specification and within the required deadlines

• System Administration

o Complete all required system administration tasks vital to the provision of Registry products

• Service Improvement

o Continuously seek to identify service improvement opportunities which might benefit either the team, other teams, customers, users or the Registry products

o Plan and drive improvements through to completion

o Contribute and own assigned tasks of the Registries Service Improvement Plan

• Education

o Actively seek to increase own Registry knowledge by arranging sessions with colleagues or customer

o Documentation of knowledge gained for population into a learning resources hub, owned by the Registry Support Team

o Maintain up to date knowledge of procedures and policies relevant to this post.

• User Acceptance Testing

o Participate in user acceptance testing of registry applications and services

Qualifications

Excellent communication skills

· Excellent customer service skills

· Highly self-motivated

· Good problem solving/issue investigation skills

· Attention to detail

· Proficient in Microsoft office – especially word/excel/powerpoint

· Ability to work as part of a team and on your own

· Ability to work under pressure

· Ability to manage and prioritise workload effectively

· To be able to work flexibly when required.

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.