1st Line Customer Support Analyst

Job Specification

Role:                  1st Line Customer Support Analyst

Company:         X-Lab Ltd 

Starting date:   ASAP

Salary:                £22,000-25,000

Reporting to:    2nd Line Customer Support Analyst

Location:           Hybrid (within 20 miles from Leeds office)

Contract:           Permanent

X-Lab is currently offering an exciting role for a 1st Line Customer Support Analyst. This is a great opportunity to join a fast-growing healthcare technology business. The successful candidate will join a team of analysts responsible for supporting our national and international  service and support needs across multiple products.

About X-Lab

Our core product, Labgnostic, is a service which connects almost 200 diagnostic organisations (primarily pathology labs) together through exchange hubs across Europe, US and Australia. Labgnostic - which has historically been marketed under NPEx (the National Pathology Exchange) in the UK - is the market leader in the UK and, was the data infrastructure for the UK’s national COVID-19 testing response which saw the service process more than 300 million COVID-19 results for UK citizens.

While we’ve been operating in the UK for over 17 years, X-Lab has the appetite for growth, opportunities, and scalability of a start-up. As we continue to grow, we’re looking to expand through both the diversity of our product offering and with our geographic reach of our already multinational service to global markets, notably in the US and Australia.

X-Lab’s new product, called LabReach, is in the pilot phase across the UK. LabReach acts as an order communications portal to enable end users, from any organisation or location, to more easily order tests and receive results from any lab.

Ultimately, our vision is to be the leader in connecting the world's diagnostic systems to improve healthcare for all.

About the Role

The 1st Line Customer Support Analyst will be the first point of call for our growing global customer base, providing technical support and advice to help resolve our customers’ problems in a timely manner, continually seeking opportunities to increase customer satisfaction and deepen customer relationships.

You will be responsible for:

• Triaging all inbound customer tickets, ensuring all the required information to investigate the issue or action the request has been captured against the ticket.

• Keeping customers informed on the status of their requests and gathering additional information from customers where required.

• Providing a first time resolution to customers where issues can be resolved by sharing knowledge articles or step by step guides.

• Providing a first time resolution to customers where issues can be resolved by sharing knowledge articles or step by step guides, escalating issues which require deeper investigation.

• Logging requests with 3rd party suppliers in relation to customer tickets.

• Identifying trends across 1st Line tickets received.

• Regularly review system monitoring dashboards and escalate issues to customers or 2nd Line where appropriate.

• Ensuring all tickets are responded to within a timely manner such that SLAs can be met within Customer Support.

About you

We are looking for someone who meets the following the criteria: 

• Technical accreditations in the field of IT/Software/Telecoms

• Excellent organisational, written and verbal communication skills

• Keen interest in technology/software

• Strong time management and self-motivation skills

• Excellent troubleshooting/problem-solving skills

• Proven ability to work under pressure and with other people

Desirable

It would be great if you also had the following, but don’t worry if not as full training will be provided.

• Experience in a customer service or support desk environment

• Familiarity with the use of ITSM / Ticketing systems

• ITIL v4 Foundation

Please note: Only applications that include a CV, Cover letter and answers to all questions will be considered.