Technical Support Administrator

The fundamental responsibilities for this job are split into four key areas, outlined below:

Technical Support:
– Provide Level 1 technical support to users of both systems related to their two flagship products (hybrid closed loop system)
– Respond to customer inquiries, troubleshoot basic issues, and escalate more complex cases to higher-level support as needed.
– Assist users with system setup, configuration, and troubleshooting related to both the pump and associated software.
– Maintain accurate documentation of support interactions and resolutions.

Database Management:
– Oversee the user databases, ensuring all data is up-to-date and accurate.
– Add new users to the systems and maintain detailed records of their purchase history and device configurations.
– Ensure all users are covered by a valid and in-date purchase order, following up with internal teams and customers when required.

Reporting and Administration:
– Produce regular reports on upcoming purchase order expiries, costs, and renewals for all users.
– Monitor and notify the relevant stakeholders of any impending expirations, helping ensure timely renewals.
– Collaborate with the finance team to forecast costs and track customer billing cycles.

Customer Care:
– Deliver a high standard of customer service and follow up with users to ensure their satisfaction.
– Provide education and guidance to customers on best practices for patients using the solutions.