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About the job \n At Accurx, the User Support team plays a critical role in helping our users, from healthcare staff in GP practices and hospitals to patients themselves, make the most of our products. We’re on a mission to fix the broken communication in healthcare, and your work here directly impacts the care received by millions across the UK. \n This isn’t your typical support role. As well as speaking directly with users via Intercom, you’ll also have the opportunity to be assigned a specialism, becoming the expert in a particular area of our product. You’ll act as the bridge between our users, the support team, and our product team, ensuring that user feedback is heard and that upcoming features and changes are well communicated and understood. This is a unique opportunity to gain experience working closely with a product team while continuing to deliver hands-on, high-quality support to those who need it. \n \n Your day to day tasks, should you choose to accept this mission ... \n\n • \n Speaking to users and patients via Intercom, offering clear, empathetic and solution-focused support. \n • \n Becoming an expert in a designated area of the Accurx product, acting as the go-to for both the User Support team and our Product team. \n • \n Collating and presenting user feedback, helping shape the development of new features. \n • \n Preparing our internal teams and external users for upcoming product releases. \n • \n Helping us continuously improve the way we support users, whether through better tooling, clearer documentation, or process improvements. \n\n \n What The Team Say ... \n "Having the opportunity to work on the front line of the business, and talk to our amazing users every day is such a great place to find yourself. Not only do we get showered with compliments about a fantastic product but when we fix any issues the users are having, we make their day! It's an incredibly rewarding role with the opportunity to be an expert in all of Accurx's products." Sameera Sesay - User Support Manager \n If you want to hear from some of our Accufolk about what it's like to work for us, take a look at a video from our 2024 summer conference! \n \n We'd love to hear from you if... \n\n • \n You’re passionate about improving healthcare and want to make a real difference to people’s lives. \n • \n You’ve got experience working in user or customer support, especially with tools like Intercom, Zendesk, Freshdesk or other asynchronous chat platforms. \n • \n You’re curious and collaborative, always looking to understand a problem fully and find the best way forward. \n • \n You’re confident in communicating with a range of people, from GPs and receptionists to patients and product managers. \n • \n You enjoy learning new systems and are excited by the idea of becoming an expert in a fast-moving tech product. \n • \n Experience in a healthcare setting is a bonus, but not essential, we’re more interested in your mindset than your CV. \n \n\n Additional Info: \n\n • \n This is a hybrid role, you’ll be based in our Shoreditch office a minimum of three days per week, with the flexibility to work remotely the remaining days. \n • \n You’ll occasionally work evening or weekend shifts as part of a rota, to help us maintain excellent support cover. Time off in lieu will be provided for any work outside of standard hours. \n • \n You’ll report into one of our User Support Managers, with opportunities for growth across both the Support team and wider company. \n\n \n How You Work... \n At Accurx we believe in making every day count as we hold a vital role in supporting our users by driving innovative solutions to fix healthcare communication. We want everyone at Accurx to reflect our principles in how they work by looking to: \n ⭐ Fix healthcare communication \n ⬆️ Raise the bar \n Be a driver, not a passenger \n Succeed together \n Move with urgency \n ♻️ Be relentlessly resourceful \n ☝️ Embrace challenge \n Check them out for more detail here! \n \n What We Can Offer... \n £32,000 - £42,000 salary + the value of £14,500 share options \n Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more. \n We are office first, all accuFolk come to our office in Shoreditch at least 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here. \n Allocated annual learning & development budget \n Enhanced parental leave policy \n Prayer, meditation and breastfeeding room \n Working abroad policy \n ‍We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat! \n \n And much more. \n \n \n Like the sound of this role and want to know more about the company? Here's more about us... \n We’re a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate. \n Accurx is where conversations happen with and about patients. Our software helps doctors, nurses, pharmacists, administrators and other professionals to seamlessly connect with both patients and each other. \n Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today, Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals, pharmacies, care homes and the community. \n We’re passionate about staying close to our users, which is why everyone at Accurx visits a GP practice at least twice a quarter to understand how a practice runs, the difficulties they face with technologies and how we can help. \n Head over to our main careers page to find out more about the team and our candidate hub. \n You can also find out more about us on Medium, LinkedIn and Twitter & Instagram. \n Our YouTube channel is full of demos of our product, webinars we have held with our users and some clips about life at Accurx. \n \n Diversity & Inclusion \n Accurx is committed to being an inclusive employer. As part of this, we’re glad to accommodate candidates who need adjustments throughout the interview process. \n \n Pre-employment Screening \n All successful candidates are asked to complete a Basic DBS check along with other pre-employment checks (referencing & right to work). You can find more on our process here. If you’d like to ask questions before you apply please email jobs@accurx.com.