OneFile, a Harris Computer company, are recruiting for a Customer Service Advisor (Software Specialist) to join their Client Support Team, on a permanent, full-time basis.
The Customer Service Advisor (Software Specialist) provides first line support to OneFile customers. Enquiries will range from basic questions about the product to basic troubleshooting of bugs and software issues. We are looking for someone with a passion for customer service to join our amazing customer support team, as a Software Specialist, providing primary support to OneFile’s customers, over emails, tickets, calls and live chat.
At OneFile, we’re extremely proud of the customer service we provide. We strive to delight our customers with every interaction they have with our team. We achieved customer satisfaction scores of 98% in the last year and retained our Customer Service Excellence accreditation.
Our team use industry leading Helpdesk software to manage large volumes of customer enquiries, across many channels, through one interface. We also create and maintain hundreds of user guides, help articles and videos to make sure our customers have as much information at their fingertips as possible.
What you will do
In performing this role your core duties and responsibilities will include, but will not be limited to:
- Responding to and resolve customer enquiries
- Maintaining our excellent standards of service and customer experience
- Troubleshooting common issues and problems within the products
- Escalating enquiries where necessary
- Managing customer expectations around escalated issues and work with the Technology team to resolve them
- Developing and updating supporting materials and guides
What we are looking for
- Knowledge of general IT and software
- Advanced troubleshooting skills
- Experience of managing support tickets, ideally IT support tickets
- Strong customer service ethos
- Ability to work well as an individual and as part of a team
The successful incumbent will be measured on customer satisfaction, first contact resolution, response and resolution times and internal quality ratings, amongst other areas.
About Us
OneFile’s story started in 2002, when husband and wife duo Chris and Susanna started a business from their Manchester home. Between them they identified huge inefficiencies in the vocational training sector and decided to work together to build a solution. 15 years later, we're now OneFile – the leader in the educational software sector with over 1.2 million users across the globe.
OneFile is an award-winning training eportfolio, assessment software, CPD tracker, reporting suite and virtual learning environment. We are 2 times Queen’s Award Winners for Enterprise:Innovation, most recently in 2022!
We pride ourselves on our ethical approach and passion for the learner and education. Employee recognition is big for us as is collaborative working.
At Harris, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.
Benefits
Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 pro rata.
Supporting your application
Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. If your application is progressed, please make us aware of any adjustments or additional support we can provide you with.
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions:
♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength.
Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own.
The enhanced HARRIS Flex solution comes with new functionality including:
♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and
♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes.
♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
