Customer Support Officer

We are looking for a customer support officer to join our team to support the delivery of our products to help healthcare teams improve the lives of thousands of patients weekly.Salary: £26k Who We AreUltramed is an award-winning, B-Corp certified company serving patients and healthcare providers in the UK and abroad. We won a King's Award for Enterprise: Innovation in 2023. We are backed by the NHS Innovation Accelerator and are recognised by the UK Department of International Trade as one of the UK’s top 100 digital health companies. We have a smart, dynamic and diverse team working together to improve healthcare.Our MissionAt Ultramed we’re on a mission to empower patients through technology and freeing healthcare teams to do what matters: caring for their patients. We believe software has the potential to change the way we deliver healthcare and help us live happier, healthier lives. We work hard every day to move the needle and deliver on that promise.Our ValuesIntegrity: Upholding honesty, transparency, and reliability in all interactions and operations, fostering trust among team members, customers, and patients.Proactivity: Taking initiative to anticipate needs, solve problems, and drive continuous improvement, while remaining flexible and adaptable in the face of change and challenges.Collaboration: Embracing teamwork and cooperation, valuing diverse perspectives, and working together to achieve common goals and solve complex problems.Patient advocacy: Prioritising patient safety and well-being in all endeavours, and striving for excellence in delivering high-quality solutions.What we doUltramed's platform allows patients to securely share their personal health information with their healthcare teams. With Ultramed, healthcare teams can request information from a patient to help plan upcoming operations or procedures. Our platform reduces the number of unnecessary appointments for patients, improves patient safety and increases efficiency for healthcare providers.What You'll DoUndertake day-to-day communication with end account users to resolve and troubleshoot any issues, predominantly providing support to patients over the phone, email and via LiveChatAdapt communication to suit the differing needs of our customersContribute to weekly support team meetingsAttend staff meetings and maintain positive and proactive relationships with staff, stakeholders and customersEmbrace the collaborative approach within the Ultramed team to achieve our collective objectivesRequirementsEssential:Educated to A level or equivalent experienceExcellent IT skills and willingness to learn new programsExcellent written and verbal communication skills with internal and external partners, particularly on the phone and via emailAbility to work across different support channels Ability to prioritise own workload in line with the work priorities of the teamFlexible approach to tasks required of the role including willingness to undertake further training and development as required and as the company expands Ability to use initiative to problem solveAble to work autonomously and as part of a teamConfident and articulate in presenting information, material and personal viewsTo represent the company in a highly professional wayCommitment to our equality, diversity and inclusion policiesYou are resident for tax purposes in the United KingdomDesirableWork experience in the healthcare sectorWork experience in customer facing rolesExperience working with Zendesk or a similar platformBenefitsCompany Benefits Fully remote and flexible working Work from wherever you work best with control over your work hours** 9-day working fortnight Alternating Fridays off with no reduction in salary or Annual Leave. Average of 36 hours per week Working From Home allowance Tax-free monthly allowance to cover additional costs Pension Match and Salary Exchange We will match your contributions above the statutory requirements up to a total contribution of 14% (6% employer, 8% employee split). Profit-Sharing We set aside a proportion of our annual profits and distribute it equally amongst our team Share Incentive Plan Tax-free shares are issued regularly so it builds up your shareholding and longer-term value for you Loyalty Annual Leave Bonus Scheme Starting with 24 days of Annual Leave, including 1 day to take on your birthday, we award additional days for continuous employment with Ultramed Annual Leave Purchasing Scheme Employees can purchase up to 5 additional days of Annual Leave every year Top-notch equipment We will provide a new MacBook and other required peripherals as needed Home office stipend You can request purchases to help equip your home office Education budget You can request additional educational activities including courses, books, conferences and webinars Contribution toward co-working space We will contribute towards a co-working space on a case-by-case basis if you are unable to work well at home Flexibility for parents and carers We will work with you to structure work around your family, not the other way around HealthShield cash back plan Claim back money used for health and wellness appointments and access to perks including 24/7 GP, counselling services, and subsidised gym memberships. Job role specific and being available for scheduled meetings within core hours of 10:00 - 16:00Equity, Diversity and inclusion (EDI)Ultramed is committed to fostering an equitable, diverse and inclusive workplace. One of our core values is integrity. That’s why we know that continuing to work on our approach to equity, diversity and inclusion helps make us an outstanding remote employer.We are a small but growing team so it’s important for us to make sure that we are representative of the patients and clinicians we help every day, as well as showing our employees that they matter. We use EDI approaches to recruitment, hold whole team learning sessions on a variety of topics including inclusive language at work, and regularly review our benefits package to make sure it suits the differing and changing needs of our team.We know that equity, diversity and inclusion is not a box-ticking exercise. We are fully committed to the ongoing work needed to review and improve our current processes, and are eager to keep learning and finding new ways to make Ultramed a truly inclusive workplace.