Software Support Representative

Location: City of Edinburgh

## Job Details:
Software Support Representative Full details of the job.|  |  || --- | --- ||  |  ||  |  || --- | --- ||  | Software Support Representative ||  | Craneware PLC ||  | Customer Management ||  | Permanent ||  |  ||  | Edinburgh ||  |  ||  | |  | | --- | | Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.
If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.  
** The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.** | ||  | |  | | --- | | As a Software Support Representative, you will deliver high‐quality technical support and trusted advice to customers, ensuring effective use of our software products and contributing to excellent customer satisfaction through timely resolution, training, and collaboration.

** This role operates on a ROTA schedule.*
* * 12.00pm to 8.00pm
* 2.00pm to 10.00pm
* 4.00pm to 12.00am | ||  | |  | | --- | |
* Managing and resolving customer software queries across phone, email, and remote support channels.
* Diagnosing and troubleshooting technical issues to deliver timely and effective solutions.
* Escalating complex or unresolved issues to Analysts or the Software Support Manager when required.
* Documenting cases, actions, and resolutions accurately within internal systems.
* Developing and maintaining strong working knowledge of all company software products.
* Completing remote software installations to ensure successful customer outcomes.
* Identifying customer training needs and coordinating or delivering training sessions.
* Collaborating with Customer Success and Customer Partnership teams to improve engagement and adoption.
* Contributing to continuous improvement initiatives, including process reviews and lean activities. | ||  | |  | | --- | |
* HND in a computing-related discipline or up to 2 years’ experience in a customer-facing role.
* Familiar with healthcare and The Craneware Group’s domain, products, and services.
* Basic knowledge of database principles, such as SQL.
* Basic SQL knowledge for solutions and troubleshooting.
* Expert troubleshooting skills.
* Effective problem-solving and information analysis.
* Excellent written and oral communication.
* Strong team player.
* Excellent customer service skills.
* High quality and accuracy in tasks.
* Effective time management.
* Proactive in volunteering for tasks. | |
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