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Support Analyst – Southampton

The primary purpose of this role is to support MMS’s client base by responding to client-specific issues and queries related to Meddbase software.  You will be required to take ownership of tickets from first client contact through to satisfactory and timely resolution.

Showing initiative and investigating possible causes/solutions independently will be expected on a daily basis. You’ll communicate your findings to encourage knowledge sharing across the team. A crucial element of the role is to clearly document all communications with the client – such as, all steps taken to replicate the problem, any investigations made, ticket progress status… etc. You’ll troubleshoot and resolve client issues within agreed SLA’s.

The role requires excellent interpersonal skills in order to deliver outstanding customer service. You will be required to articulate system features to clients in simple terms and strive to provide customer satisfaction at all times.

The bulk of time will be spent responding to client queries (in ‘ticket’ format) via email and via telephone, hence excellent written and verbal communication skills are essential.

In addition, it is worth noting that the role encompasses both the concepts of application usage from the end user’s perspective, but also the administration and maintenance of the platform which often involves back-end configuration.

From the outset, you will be expected to learn the platform thoroughly from front-end to back-end. Comprehensive training is provided given that Meddbase is a bespoke application. You will be involved in client projects from time to time. This role will include a fair amount of scripting and a basic understanding of large-scale cloud applications.

Due to the bespoke nature of the application, there will ongoing product training and insights sessions, such as ‘lunch and learn’ and ‘show and tell.’ It is anticipated that you will be genuinely curious about technology and software. You will be keen to show initiative and be interested in continuously gaining knowledge.

Key functions & responsibilities

  • Appropriately responding to and resolving client queries related to Meddbase via a ticketing system.
  • Managing incoming client issues and queries according to ticket status severity and overall client impact.
  • Providing user (client) information and education via email and telephone, in line with best practice guidelines.
  • Ensuring that incoming client phone calls are picked up and are handled in a professional manner.
  • Successfully managing and building the ongoing professional relationships between MMS and its clients.
  • Escalating issues to other teams where appropriate including forwarding queries to Sales, Accounts, Management or second line support.
  • Logging of complex issues for investigation by other teams.
  • Taking initiative to design and maintain procedures for internal and external use where appropriate.
  • Leveraging internal chat systems, emails and knowledge of more senior members of staff to create system documentation and maintain a knowledgebase.
  • Be forthcoming and proactive in suggesting new ideas and identifying areas for improvement or enhancement.

Person Specification

Relevant experience & key skills

  • Client focused technical support experience.
  • Experience of applying a logical approach to resolving functional and technical issues.
  • The ability to understand, document and assess client business issues, user experience and processes.
  • Good experience of liaising with small to large clients in a professional manner via phone and emails within agreed SLAs.
  • Experience engaging with people across a variety of levels with diverse backgrounds.
  • Ability to take initiatives and experience of being accountable and taking responsibility within a small team.
  • An understanding of data protection and compliance principles, namely GDPR.


  • Willingness to show initiative and learn.
  • Organised and systematic when dealing with a wide variety of tasks.
  • The ability to manage your time and clients’ expectations.
  • Able to manage and prioritize incoming tickets using a support management system such as Zendesk.
  • Strong communication and written skills with the ability to translate technical requirements to non-technical clients.
  • Able to troubleshoot and solve problems identified through a variety of events in a technical environment.
  • Ability to work independently as well as within a team.
  • Confident and able to make decisions and will take a pragmatic, proactive approach to work in order to respond to a variety of demands.
  • Ability to constructively challenge, facilitate and probe to fully balance out between the business and client needs.
  • Ability to plan and prioritise workload demands.
  • A high level of attention to detail, excellent follow through, and reliability.


  • Experience in the healthcare industry.
  • Experience in using any ticketing application to resolve external queries.
  • Experience using MS SharePoint (2010 and 2013) and Support and Project Management tools e.g. Zendesk and Target Process.
  • Knowledge of remote assistance software and support portals.
  • Ability to understand system processes and conceptualize system frameworks and impacts.
  • Interest in at least one programming language, preferably JavaScript and/or C#.
  • Understanding of SOAP and REST APIs, HTTP methods, different request and response formats is desirable.
  • Understanding of structured data formats, such as XML, HL7, JSON, CSV.
  • Understanding of cloud concepts and deployment models.
  • Understanding of front-end web development and technologies such as HTML and CSS.
  • Practical knowledge of Git and IDEs.
  • Experience with analysis and creation of technical documentation for processes and workflows.

About Meddbase


In 2004, we created a comprehensive healthcare web-application that runs all aspects of a medical practice, from GP practices up to large hospitals groups. Our product enables single and multiple location private medical practices to connect securely to their data from any location worldwide. The business is thriving and we are proudly the leading online medical management system on the UK market.

At Meddbase, we pride ourselves on putting our users first. From innovative software products like patient portals, video consultation, intelligent prescribing and reporting tools to pioneering our API for devices like the Android, iOS and web browsers; we build products that help organise healthcare and make it universally accessible to our customers.

Company Culture

Although our business has been up and running since 2004, we foster a relaxed working environment that has a ‘start up’ feel. Whilst our primary office is in Broad Street in the City of London, we also have a superb new office space in Southampton and post-Covid we are flexible and supportive of staff working from home where possible.

As we grow Meddbase, we’ll aim to keep our teams creative, efficient and customer-focused even as we introduce additional leadership and structure.

Who are we looking for?

We tend to hire creative and passionate individuals who thrive on finding innovative solutions to problems. We do not expect everyone to have a degree-level qualification to join our business. Whilst some roles demand extensive technical skill and ability, we value people with engaging communication skills to interact with our non-technical healthcare professionals. We do expect everyone in our team to take responsibility, share knowledge and act in the best interests of our customers and team mates.

Company Benefits

We offer competitive salaries for all our roles and have an employee profit share scheme. Our working environment is friendly and comfortable. • Our office is located minutes from Liverpool Street Station and Moorgate underground.

Our working hours are 9.00 – 5.30pm with an hour for lunch. You will not be expected to work extremely long hours, as so often happens in software companies. We prefer the approach of ‘it’s a marathon not a sprint’, so we actively discourage working gruelling hours. Ad-hoc home working is also a part of our working culture as we understand the need for flexibility.

Our company benefits (upon completion of probationary) include:
• Life assurance of 4 x annual salary
• Subsidised gym membership
• Private health care (length of service conditions apply)
• Ad hoc and scheduled social events
• Beverages plus fruit & biscuits available for peckish moments
• Quarterly town hall meetings with drinks & snacks
• Opportunities to get involved with our ‘culture committee’
• Optional participation in charity events

Development & Support

Once you join our team, we will ensure you have a thorough Induction to Meddbase and the teams. After 4 months, we set aside time to talk about how you are settling into you role and team. We then progress to holding annual performance reviews but there are lots of informal opportunities to talk about any support you need to thrive at Meddbase.

How to Apply?

If you are interested in this role, or you would simply like to share your CV with us, please send us a PDF copy of your CV and covering letter to [email protected]