JOIN OUR TEAM: Product Support Manager

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Junior/Mid-Level Developer

Job Profile: The Product Support Manager’s (PSM) focus is to provide support to our app users and support implementation activity across the site locations. The Product Support Manager will monitor ongoing engagement and platform use across our sites, provide technical support advice, and make recommendations for new enhancements and future product development. Each PSM partners with a Delivery & Account Manager and will focus on their area of geographical responsibility.

Reporting to: Operations Support Manager

Location: Office & home-based

Contract: Permanent Full Time

Competitive salary and benefits package

 

Key Responsibilities:

  • Work with Delivery & Account Manager to build customer relationships and resolve support queries in their specific regions
  • Work with the Delivery & Account Managers to support site implementations
  • Working with Approved Mental Health Professional (AMHP)s and Doctors across designated sites making sure they are accessing the app correctly and providing further support to AMHPs who need it.
  • Provide daily cover for support calls and emails (inbound and outbound) from app users and manage any incidents raised by users
  • Ensure new user data coming into the S12 Platform & CRM system is uploaded accurately and efficiently
  • Provide support to AMHPs & Doctors to use platform to arrange their assessments
  • Analyse site usage data, looking for signs that users may require additional support to overcome any challenges, such as product or device training
  • Work with the Delivery & Account Managers to reflect user feedback in the training material if any recurring issues emerge and into future product development
  • Share examples of best practice with the Delivery & Account Managers to ensure this information is shared widely
  • Support the Delivery & Account Managers to provide additional support when new app features or changes are implemented
  • Other ad-hoc tasks as the business requires, such as attending launch events, exhibitions, and internal/external meetings

 

Qualifications/Skills/Relevant Experience:

  • Excellent communication and interpersonal skills
  • Able to clearly and patiently explain technical information often with users with little or no technical knowledge Experience of working in a customer support service environment
  • Competent in the use of all MS Office application and desirable in MS Excel & MS Dynamics
  • Energetic and committed to support a growing organisation

 

How to apply:

If you or someone you know would like to apply, please send your CV to Kerry.Mcintosh@s12solutions.com

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