IT Support and Training Analyst - Lancashire - Lancashire

£25k plus excellent benefits - Technical Support
Ref: 579 Date Posted: Monday 15 Apr 2024

We are working with one of the UK's largest developers of pharmacy software solutions who pride themselves not only on the quality of their products but on delivering an exceptional customer service and customer experience at every stage. Are you a natural customer care advocate with extensive customer service experience and like the sound of furthering your career and potential in the IT industry by joining a leading Healthcare solutions company?  Do you want to work in a varied customer centric role where you'll be the voice of the Company, providing first point of contact support and training for those pharmacy customers using their award winning software.  Would you like a role with a mixture of office and site based work? 

Based out of their office In Lancashire, you will provide technical support and remote/on-site training for their products and services. This includes, but not limited to resolving technical issues and providing training as needed for their pharmacy customers.

Could this be your next role?  

You’ll be joining a Chorley based team with modern open plan offices and the opportunity to work from home every Friday.  You'll provide remote and site based support to a UK wide client base so a driving license is essential.

Day to day duties will include:

  • Resolving customer incidents and training support by means of;

  • Telephone

  • Remote / Dial In

  • On Site

  • Providing a friendly and professional service to their customers at all times

  • Ensuring all customer incidents are resolved in line with company timescales.

  • Managing customer incident progress, call backs and correspondence when required.

  • Prioritising calls and incidents and escalating to the appropriate line manager when required.

  • Providing support and guidance to customers throughout migration to their products

  • Delivering training in a mix of formal (for example, classroom,), informal (for example, floor walking on-site at a pharmacy) or online (for example, Zoom/CentraStage) settings, to internal and external stakeholders.

  • Delivering training in a consistent manner, utilising the documentation provided by the Lead Trainer, such as lesson plans, power point presentations etc.

  • Continuously improving services through evaluation; completing trainer sign off forms, capturing verbal feedback and making recommendations for improvement through the appropriate channels, for example to the Product Management team, or Lead Trainer.

  • Attending regular upskilling sessions with the Lead Trainer to ensure product knowledge and training delivery skills are continually refined.

  • To be a Subject Matter Expert for their Pharmacy product suite and the main point of contact for internal colleagues when ‘How do I’ type queries arise.

    Is this you?

  •  You will have a passion for technology and will have ideally worked in a technical support or helpdesk type role before.
  • You will be able to work comfortably under pressure and in partnership with team members to help resolve customer issues and questions

  • You will have a can-do creative attitude, with the ability to apply that to customer problems

  • You will be able to prioritise, manage multiple incidents/calls and meet deadlines

  • You will have excellent written and verbal communication skills and be comfortable in the use of applications such as MS Office Suite

  • You will hold a current full driving licence

  • You will be prepared to travel as required by the business and be willing to work outside normal office hours where customer requirements dictate

It would also be nice if you had:

  • Experience of training or presentation delivery 

  • Willingness to gain a nationally recognised training qualification

  • A qualification in Information Technology eg... CompTIA or BTEC etc.. 

In return you'll be offered a long term career with full training and development and a competitive salary package 

If this sounds like your kind of role, please apply online with your CV.