Technical Customer Support Advisor (12 Month Fixed Term Contract)

Salary: £20,000 to £22,000

Closing date: 22 April 2019

As Technical Customer Support Advisor (12 Month Fixed Term Contract) you will act as the first point of contact for customer queries relating to technical software support and general queries, providing training and support and support the sales and marketing teams as required.

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Duties and responsibilities

Specific:

  1. Take responsibility and ownership for responding to requests from customers via telephone, fax, email and web technologies, providing appropriate solutions or guidance.
  2. Maintain clear and accurate records of interactions with clients and sales contacts within the relevant CRM and Support software.
  3. Support the development and maintenance of products by offering constructive feedback on their design, functionality and usability.
  4. Set up new customers in the application.
  5. Set up clinical systems interfaces.
  6. Educate and train users in the use of our products.
  7. Maintain an excellent working knowledge of our products.
  8. Assist with sales development and fulfilment, providing cover for inbound sales enquires and account management.
  9. Assist with marketing activities as required, such as seeking, collating and analysing customer feedback, producing reports as required and acting upon results where applicable.
  10. Handle client complaints in a calm, non-confrontational and courteous manner. Take responsibility for ensuring follow-up actions are taken and that in the case of a formal complaint the Regulatory Compliance Officer is promptly informed.
  11. Actively and positively contribute to the appraisal process and to follow up agreed actions.
  12. Work at all times in accordance with:
    1. The company Values and Culture.
    2. The Health & Safety at Work Act 1974 and to follow all company procedures and guidelines that assist this.
    3. The company Quality and Information Security Management Systems for example, but not limited to, ISO9001, ISO13485 & ISO27001.
    4. The Data Protection Act.
    5. The company’s Dignity & Diversity Policy.
  1. Undertake such other duties as may be required within the general scope of the job.

General:

  • Create and maintain Standard Operating Procedure (SOP) and Work Instruction (WI) documentation as required.
  • Participate in team and process reviews as well as retrospectives.
  • Actively engage in continuous development of your skills.
  • To work with and uphold the team values:
    • Enjoyment & Enthusiasm
    • Sharing Knowledge
    • Thoroughness
    • Communication
    • Teach & Develop
  • Work at all times in accordance with:
    • The company Values and Culture.
    • The Health & Safety at Work Act 1974 and to follow all company procedures and guidelines that assist this.
    • The company Quality and Information Security Management Systems for example, but not limited to, ISO9001, ISO13485 & ISO27001.
    • To work at all times in accordance with the Health & Safety at Work Act 1974 and to follow all company procedures and guidelines which assist this.
    • To work at all times in accordance with the company’s Dignity & Diversity Policy.
    • Data Protection Legislation, including by not limited to Data Protection Act 2018, General Data Protection Regulation 2016/679
  • Undertake such other duties as may be required within the general scope of the job.

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Software Engineer

Salary: £33,000 to £37,500 (DOE)

Closing date: 29 April 2019

We are looking for a Software Engineer to develop software to meet functional requirements and agreed standards and specifications within the agile framework used by LumiraDx. You will work closely with other members of the software development team, the solution architect, the engineering manager and the product owner. You may also liaise with medical professionals, end users, marketing and customer services teams as necessary.

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Duties and responsibilities

Specific:

  1. To write, test and maintain computer programs and associated documentation to specifications agreed with the Software Engineering Manager.
  2. To liaise with clients, business partners and others in the development and deployment of programs.
  3. To liaise with the Solution Architect and Engineering lead to develop software solutions in line with the architectural vision, best practices and principles.
  4. To contribute to the development, review and documentation of the code architecture.
  5. Contribute to the definition and update of an adequate software development strategy, methodology, procedures and guidelines that can be applied to all products under development.
  6. Develop and maintain an in-depth knowledge of core system and processes, and how those systems and processes interact.
  7. Work with colleagues, customers and business partners to understand and detail user stories and provide estimates for development effort needed.
  8. Work with Product Owners and Test Engineers to define acceptance criteria, ensuring that both functional and non-functional requirements are captured.
  9. Attend/lead document walkthroughs and reviews of project documentation when required from a development perspective.
  10. To deliver product demonstrations to the Product Owner and business stakeholders and to actively participate in development peer reviews.
  11. To work within LumiraDx design and development standards using our agreed agile working practices and methodologies.

General:

  • Create and maintain Standard Operating Procedure (SOP) and Work Instruction (WI) documentation as required.
  • Participate in team and process reviews as well as retrospectives.
  • Actively engage in continuous development of your skills.
  • To work with and uphold the team values:
    • Enjoyment & Enthusiasm
    • Sharing Knowledge
    • Thoroughness
    • Communication
    • Teach & Develop
  • Work at all times in accordance with:
    • The company Values and Culture.
    • The Health & Safety at Work Act 1974 and to follow all company procedures and guidelines that assist this.
    • The company Quality and Information Security Management Systems for example, but not limited to, ISO9001, ISO13485 & ISO27001.
    • To work at all times in accordance with the Health & Safety at Work Act 1974 and to follow all company procedures and guidelines which assist this.
    • To work at all times in accordance with the company’s Dignity & Diversity Policy.
    • Data Protection Legislation, including by not limited to Data Protection Act 2018, General Data Protection Regulation 2016/679
  • Undertake such other duties as may be required within the general scope of the job.

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Talk to us about our care solutions

Call us on +44 (0)1209 710999 or contact our Sales Team