Support Agent

Salary: £27,000 - £35,000 Base: Work from home Hours: 37.5 hours a week (flexible working options are available) This is an exciting time for Patients Know Best. We're changing the future of healthcare and helping people improve the way they manage their health. Patients Know Best customers cover 30% of the UK population with over 5 million registered patients. Patients Know Best was the first PHR to be integrated into the NHS App and 21 of England's 42 regions use PKB in the NHS App. What makes us a different employer?

• Everyone who works at PKB is here to make a positive impact in the world
• We are a fully distributed team, everyone is working remotely and we've always worked this way
• We are committed to creating a greener world
• We are proud to be part of the first ever cohort of UK companies to hold B-Corp Social Enterprise status since 2015 (and to have won the Best for the World in the governance category for 2022)

If you haven't already, find out more about PKB - our service makes life better for millions of patients, healthcare professionals and carers. Diversity drives Innovation - we look forward to receiving your application whatever your background. Come and join us on our inspiring journey. The Role Reporting to the Support Team Manager the Support Agent will provide both internal and external support to IT and Clinical staff as well as end-user patients. You'll get to collaborate with our Product and Development teams, solving issues as well as demonstrating enthusiasm, professionalism and concern for quality customer service. Responsibilities:

• Develop and maintain a comprehensive technical knowledge of Patients Know Best software to diagnose and resolve common issues
• Provide support to both internal and external users, working closely with clinical, IT staff, and patients
• Investigate and resolve all user queries efficiently, ensuring a friendly and professional experience
• Work with our product and development teams to troubleshoot and solve more complex product issues and provide product feedback
• Provide positive customer interactions, maintaining response times within company Service Level Agreements and offering new ideas on how to improve our service
• Act as a positive brand ambassador, helping people get the most out of their patient record and championing digital healthcare solutions within the NHS and beyond

RequirementsWe're looking for people who:

• Enjoy problem solving; take a proactive approach to troubleshooting and resolving issues as they arise
• Pay close attention to detail
• Excellent written communication skills and telephone manner
• Have a positive, friendly personality, are proactive, and a motivated self-starter
• Have technical support or customer care experience
• Stay calm under pressure and have a can-do attitude

It would be ideal if you had:

• Experience in technical support or a keen interest in learning the technical side of customer service
• Remote work experience
• Prior experience within the healthcare sector or experience in technical support at a SaaS company
• Experience handling customer queries efficiently and professionally across multiple channels

Benefits

• Outstandingly supportive and helpful environment
• Flexible working (and of course flexible work environment as we are fully remote)
• Mobile phone allowance
• 25 days holiday FTE plus bank holidays
• Enhanced maternity and paternity pay and leave
• Company social events (including internationally - our last all company meetup was in Budapest, this year we're going to Lisbon)
• Support in your professional development and space to grow your career path in a highly innovative, fast growth company
• Opportunity to really make a difference - your work will make life better for millions of patients

Closing date - Friday 7th March 2025

• All employment offers are subject to satisfactory background checks, including references and DBS checks.