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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.
Relevant experience & key skills
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.
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.
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.
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
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.