Customer Support Analyst

Job Description

Customer Support AnalystUnited Kingdom (hybrid working with the occasional requirement to be in the Exeter office)About UsFDB (First Databank) is the leading provider of drug knowledge that helps healthcare professionals make precise decisions. With thousands of customers worldwide and four decades of experience, FDB empowers clinicians to help improve patient safety, quality,and healthcare outcomes.Our values drive our work, and we have Clear Expectations, work Better Together, are Constantly Curious and put Health at Heart.We are currently looking for a Customer Support Analyst to join our team on a full-time, two year fixed-term contract.The Benefits- Competitive salary- Annual company bonus scheme- 25 working days holiday per annum plus statutory holidays- Flexible option for employees to purchase up to five additional days holiday- Life assurance- Flexible health cash-back scheme- Enhanced pension scheme- Permanent health insurance- Cycle to work scheme- Flexible working environment, including remote working- Annual health and wellbeing allowance- And many more...!This is a great opportunity for an individual with experience in a customer-facing or analytical support role to take the next step in their career with our global company.In this exciting role, you will have the chance to support and improve the quality of innovative solutions that are helping to transform healthcare systems across the world.So, if you want to contribute to products that are making a real difference alongside a passionate, highly skilled team, we would love to hear from you!The RoleAs a Customer Support Analyst, you will help to manage and improve the quality of new and existing system implementations to drive customer and user satisfaction.You will be working on Multilex, one of our key clinical solutions that provides comprehensive, independent information on medications, both during and after implementation.Specifically, youll manage the delivery of system solution implementations with new channel partners and support customers from a technical and product perspective, ensuring theyre getting the very best out of our products.Supporting the creation and delivery of account plans, youll drive end user value by adopting the latest solution features and enhancements by channel partners.Youll maintain systems to track by reporting and building on customer feedback, supporting the resolution of product bugs and delivering service enhancements.Additionally, youll work alongside colleagues to address and resolve customer queries.About YouTo join us as a Customer Support Analyst, you will need:- Experience in a customer-facing and/or analytical support role- Great time-management and organisational skills- A logical mindset and strong problem-solving abilities- The willingness to build a strong rapport with internal and stakeholdersAPI knowledge would be beneficial to your application, as would C# knowledge and SQL. Knowledge of healthcare would also be advantageous, as would a passion about patient care.Other organisations may call this role Product Support Analyst, Product Support Executive, Technical Support Analyst, Product Onboarding & Implementation Analyst, Trend & Insight Analyst, Product Support Engineer, Business Analyst, or Insight Analyst.