Join Our Team!

Do you love to help customers out and take joy in knowing they’ve had the best customer experience possible?  We want you to join our team!

Role Purpose:

In the role of Customer Success4  Manager, you are our customer champion!

As the main point of contact for our customers, you will be their spokesperson in the business, challenging colleagues to continue improving the quality of service we provide in everything we do.  You will develop long-lasting business relationships with our customers, ensuring they have a positive customer experience to aid retention and cross-sales of other CoolCare products and services.

Developing a database of customer contacts, you will keep in touch with customers, informing them of our latest company news and initiatives whilst maintaining comprehensive records of all correspondence and agreements to enable effective correspondence in the future.   You will manage all processes relating to our customer accounts to ensure they are provided with the level of service defined in our customer service charter.

Role Description:

You will uphold our brand values in every aspect of your role to ensure that CoolCare’s brand values are met through our service delivery.

The main responsibilities of your role will require you to:

• Maintain and develop a CRM database.
• Plan and carry out direct marketing activities to agreed budgets, sales volumes, values, and timescales.
• Respond to and follow up enquiries by post, telephone, email, live chat and personal visits.
• Maintain and develop existing and new customer relationships through planned individual account support, and liaison with internal order-processing staff.
• Monitor and report on activities and provide relevant management information.
• Mange the full lifecycle of the software installation and migration process. Liaising with all departments to ensure customer satisfaction.
• Manage the full lifecycle of the customer cancellation process.
• Effectively handle customer complaints.
• Design and send direct marketing and updates to customers.
• Develop excellent customer relations, being the first port of call for all customer queries.
• Manage and process hardware orders.
• All other duties as deemed reasonable by your Line Manager

Required Attributes and Experience:

• • At least two years of customer service experience
  • Knowledge/experience of health and social care (desirable)
  • Personable
  • Excellent organisational skills
  • Impeccable organisational ability
  • High level of proficiency in written and spoken communication
  • Good IT and literacy

Salary and Benefits 

Competitive salary dependent on experience.  Please enquire for more details.  Main benefit? Awesome colleagues and a fun place to work.

Are you an IT enthusiast who loves helping customers to resolve their queries and assist them in getting the most out of an application? We’ve got a role for you.

Role Purpose:

In the role of software support engineer, you will be responsible for supporting customers to a high standard for both technical and non-technical system issues and queries.  Ensuring that you understand the customer’s needs, you will provide solutions, advice and recommendations for any questions, issues or concerns raised by our customers in order for them to effectively use the system.

Surrounding you is a team of awesome customer service and development colleagues who you’ll interact with using your expert product knowledge to advise and train the team, as well as securing the best outcome for the customer.   You will be responsible for gathering requirements from customers and investigating bugs in order to provide vital information to our development team.

Role Description:

You will uphold our brand values in every aspect of your role to ensure that CoolCare’s brand values are met through our service delivery.

The main responsibilities of your role will require you to:

• Ensure the customer support line is covered during open hours.
• Troubleshoot, identify and resolve CoolCare and hardware issues.
• Assist customers in ascertaining data and information otherwise inaccessible to them.
• Create SQL reports for CoolCare3 report generator.
• Assist customers in maintaining data in their databases via deletion and updates of data.
• Assist customers with product guidance, basic training and product tips.
• Configure, dispatch and assist with the installation of hardware.
• Proactively monitor servers/systems and report issues to appropriate teams.
• Install and configure new customer databases and homes.
• Advise, manage and conduct CoolCare3 to CoolCare4 migrations.
• Audit users and maintain security of CoolCare’s internal databases.
• Ensure customers are informed of system downtime in appropriate timeframe.
• Gather business requirements, and provide guidance to the development team for CoolCare suggestions.
• Investigate bugs, ascertain required details for them and provide relevant guidance to the development team.
• Delete and maintain accurate CoolCare databases.
• Maintain the CRM database.
• Create process documents and guides in line with company policy.
• Assist the wider team with troubleshooting and customer queries.
• Keep customers updated on development progress and latest updates.
• Produce accurate and timely KPI’s and reports for ticket handling.
• All other duties deemed reasonable by your line manager.

Required Attributes and Experience:

• Previous customer service experience of at least 2 years.
• Previous IT support experience or qualification.
• Excellent teamworking skills.
• Excellent problem-solving skills.
• Excellent organisational
• Excellent customer service skills.
• High level of proficiency in written and spoken communication.
• Excellent IT and literacy skills.

Salary and Benefits 

Competitive salary dependent on experience.  Please enquire for more details.  Main benefit? Awesome colleagues and a fun place to work.

Are you a motivated individual looking for a new opportunity in a software company?  CoolCare currently has a position available for a Support Team Supervisor to join our dynamic team.

Role Purpose:

In the role of Support Supervisor, you will be responsible for supervising the Support Team and participating as a Support Team member in order to assist customers to a high standard for both technical and non-technical system issues and queries.

Ensuring that you understand the customer’s needs, you will provide solutions, advice and recommendations for any questions, issues or concerns raised by our customers in order for them to effectively use the system.

You will lead the Support Team to ensure that they have suitable resources, tools and skills to fulfill their roles and increase their knowledge within the CoolCare team. You will manage the Support Team to fulfill business objectives and goals, while ensuring that the team are working within KPI targets.

Role Description

You will uphold our brand values in every aspect of your role to ensure that CoolCare’s brand values are met through our service delivery. 

The main responsibilities of your role will require you to:

• Retain staff by coaching, training, recruiting and developing team members.
• Maintain standards by leading, planning, coaching, disciplining, monitoring and appraising staff members/job results.
• Maintain standards by fostering the CoolCare culture and teamwork/unity within the team.
• Complete operations by assigning and monitoring work, resolving operational problems, creating, implementing and enforcing systems, policies and procedures.
• Resolve conflicts and complaints from customers and employees.
• Produce accurate and timely KPI reports.
• Contribute towards team effort.
• Troubleshoot, identify and resolve CoolCare software and hardware issues.
• Assist customers in ascertaining data and maintaining data.
• Assist customers with product guidance and basic training.
• Configure, dispatch and assist with the installation of hardware.
• Create and maintain CoolCare user guides.
• Proactively monitor servers/systems and report issues to appropriate teams.
• Install and configure new customer databases and homes.
• Create process documents and guides in line with company policy.
• All other duties deemed reasonable by your line manager.

Required Attributes and Experience:

• Reliable, with high integrity.
• Excellent communications skills.
• Excellent teamworking skills.
• Excellent problem-solving skills.
• Excellent organisational
• Excellent customer service skills.
• Excellent IT and literacy skills.
• Previous leadership/supervisor experience.
• Excellent leadership skills.
• Professional attitude.
• Ability to perform well under pressure.

Salary and Benefits 

Competitive salary dependent on experience.  Please enquire for more details.  Main benefit? Awesome colleagues and a fun place to work.