2nd Tier Customer Support Analyst

Idox Health – Lilie

UK – Remote

About the role

The position of a 2nd Tier Customer Support Analyst is a critical role within Customer Services at Idox, dedicated to delivering exceptional technical support to Idox customers using the Lilie patient record software for sexual health. This role, as part of a specialised support team, requires a blend of technical expertise and interpersonal skills to effectively serve our clients.

The Analyst is responsible for keeping customers informed of incident updates through the Idox Customer Portal and by phone, using clear and concise communication. Often prompt resolution of issues via telephone interaction is predominant, and using this channel is documented against the customerโ€™s requests. This role demands direct engagement with customers to ensure seamless service delivery and close collaboration with fellow team members, including Implementation Specialists, Software Developers, and Sales Support.

A fundamental proficiency in Client-Server applications, SQL database functionality, familiarity with Microsoft Operating Systems, and a comprehensive understanding of supporting enterprise solutions within environments adhering to clinical safety standards are essential for success in this role.

The 2nd Tier Customer Support Analyst position is a well-established role, supported by robust processes and practices that facilitate a smooth induction and effective performance management. Given the nature of the business sector, adherence to stringent standards, compliance, and governance is imperative for all team members.

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