User Support Specialist

How you’ll contribute to Accurx as a User Support Specialist…

User Support at Accurx are at the heart of the business. We support thousands of healthcare organisations to deliver care for over 60 million patients. We’re used by 98% of GP practices, 70% of NHS Trusts and >300,000 healthcare staff. With that comes an integral need to deliver a first class experience for our users and their patients. You'll be the first point of contact with users, and will give timely, friendly support for all of the products we provide to the NHS workforce.

Our support operation is valued highly. Everyone at Accurx does time on the frontline, including practice visits and user support shifts to ensure we stay close to our users. We view our User Support team as being at the centre of the company - you’ll work with developers, product teams, user research, growth, and everything in between.

Your day to day tasks, should you choose to accept this mission 🤝…

• You’ll be the first point-of-contact for our users, whether they get in touch by email or live web chat, providing responsive, effective and friendly support while building an understanding of their typical day, and the wider challenges they face.
• You’ll resolve product and technical queries across the entire product offering, speaking with a varied set of users from both Primary Care (GP, Pharmacy), Secondary Care (Hospitals, Community Trusts) and patients.
• You’ll communicate with users of different levels of technical ability and tailor your support to help resolve their issues, using phone calls and screen sharing when needed.

Building great resources

• Alongside your day-to-day support, you’ll always be on the lookout for ways we can be more effective and responsive in supporting our users. This could mean improving our external and internal resources, or suggesting improvements to team processes.
• You’ll balance delivering a first class experience when users get in touch, building great resources for self service support so they can access helpful information whenever they need it.
• As our products change, our resources need to be kept up to date. The resources we own are varied, so you could be creating training presentations for the rest of the team, macros we use to quickly reply to users, or gifs in a help centre article.

Get involved in all things user-focused at Accurx!

• As the team who spend the most time talking to users and understanding their interaction with the product, our User Support Specialists are involved in many areas outside of core support.
• We run a support buddying program where we guide team mates from around the company through a shift on Intercom, sharing insight and giving them an opportunity to hear directly from users.
• We work with colleagues across the business to share our knowledge about users and to deepen our understanding of the products we’re building.
• We close the feedback loop with our users, advocating for their needs with our product teams to give our users the best experience.

What the team say...

"Having the opportunity to work on the front line of the business, and talk to our amazing users every day is such a great place to find yourself. Not only do we get showered with compliments about a fantastic product but when we fix any issues the users are having, we make their day! It's an incredibly rewarding role with the opportunity to be an expert in all of Accurx's products." Hannah - Senior User Support Specialist

If you want to hear from some of our Accufolk about what it's like to work for us, take a look at a video from our 2024 summer conference! 🤩

We'd really like to hear from you, if ...

• You have evidence that you’ve interacted with users or customers. Our current team come from a wide range of previous roles; so whether you’ve worked in hospitality, healthcare, retail or customer support, we’d love to hear from you!
• You're an excellent communicator with the ability to translate ‘the complex’ to ‘the simple’ and adapt to different audiences
• You are proactive - you love solving problems and being a part of the solution 
• You’re enthusiastic to try new methods, switching up processes and coming up with new ideas, however big or small
• You're excited by change and a fast-paced learning environment
• You're a high performer: you connect to our high-performance principles
• You're mission-driven: you care about positively impacting the lives of millions
• You’re always collaborating: you place team success over personal success and you enjoy working in an open, collaborative environment.
• You demonstrate responsible ownership: when you see something not working, you'll flag it and be part of the solution
• You seek continuous improvement: you’re always developing new skills and insights, while exploring ways to do things better
• You’re mindful of balance: you're conscious of your own health and that of others. You think carefully about how best to focus your efforts, knowing when to push yourself to reach a goal.

Additional Info:

As we work to support the NHS our team are online to help our users throughout the weekend, evenings and bank holidays.

Our standard weekday opening hours are 8am - 8pm and the team work staggered shifts. You’ll also be expected to work at least one evening shift every 2 weeks (until 8pm). You will also work the occasional weekend shift (we’re available Saturday 9am - 5pm and Sunday + Bank Holidays 9am - 1pm).

Please note: Any hours worked on weekends, bank holidays or after 5.30pm on weekdays will be paid at x 1.5.

Application closing date: Monday 11th November 2024.

What we can offer...🤔

💰 £32,000 salary + the value of £14,500 share options

🤝 Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

🏢 We are office first, all accuFolk come to our office in Shoreditch at least 3 days per week, with the option to work remotely 2 days a week. Read more about our hybrid policy.

📚 Allocated annual learning & development budget 

🐣 Enhanced parental leave policy

🙏 Prayer, meditation and breastfeeding room

🌴 Working abroad policy

👩‍🍳We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

...And much more.