Clanwilliam is a leading provider of pharmacy and practice management software. Our technology and services are trusted by tens of thousands of users every day in practice management, pharmacy and other clinical settings all over Ireland and the UK.
Our vision is to enable the seamless flow of patient data by connecting primary and secondary healthcare software systems to enhance patient experiences. We work hard every day to achieve this by putting our customers at the centre of everything we do and partnering with key industry stakeholders to ensure our systems consistently exceed expectations.
Position:
We have an exciting opportunity for a Customer Support Executive to join our busy Customer Service Team, supporting our RxWeb product. This role is ideal for someone who is passionate about delivering customer excellence and has a passion for solving problems.
Reporting directly into the Customer Support Manager, You will be responsible for resolving customer queries, ensuring satisfaction, and identifying opportunities to add value through upselling our software and additional modules. This is an excellent opportunity to build your career in a fast-paced, global company with a clear progression path into customer success.
Responsibilities include but are not limited to:
* Identify, resolve, log, and follow up on all customer queries at all levels of support.
* Troubleshoot our software for pharmacies over the phone or via Remote Dial In.
* Troubleshoot hardware problems (PCs, printers, networks, scanners).
* Collaborate with the team to resolve customer issues efficiently.
* Maintain the highest level of communication regarding customer queries, issues, and complaints.
* Proactively identify customer needs and recommend additional modules or features that add value.
* Support customers in maximizing the benefits of our software, driving adoption and satisfaction.
* Take accountability for customer outcomes, ensuring issues are resolved and customers are delighted.
* Contribute to a culture of continuous improvement and customer excellence.
Requirements:
The ideal candidate will possess the following qualification, skills, knowledge, and attributes:
* Both graduates and experienced candidates welcome.
* Strong customer focus with a passion for delivering exceptional service.
* Excellent communication, telephone manner, and interpersonal skills.
* Ability to multi-task and manage competing priorities.
* Good knowledge of databases (SQL) is an advantage.
* Willingness to learn and develop new skills, especially in customer success and upselling.
* Positive, flexible, and proactive attitude.
* Highly motivated, accountable, and results-driven.
* Professional approach and strong team player.
* Interest in developing a career in customer success, with a mindset focused on customer outcomes and value.
Other information:
At Clanwilliam, you can expect challenging projects, task ownership, continuous training and professional development, and ultimately, the chance to grow a career in an experienced company directly helping to improve patient care. Further, you can also expect:
* Company matched pension scheme.
* 22 days annual leave, increasing yearly up to 26 days.
* Up to 18 weeks paid maternity leave.
* Flexible working/work from home opportunities.
* 2 paid CSR Volunteering/Charity Days per year.
* 1 Wellbeing Day per year.
* Full access to our Employee Assistance Programme.
* Regular wellbeing supports and webinars.
* Annual leave purchase scheme.
* Working abroad opportunities – 20 working days per year.
Clanwilliam is an equal opportunities employer.