TympaHealth Technologies Ltd

Customer Support Agent – Part-time Fixed Term Contract

TympaHealth Technologies Ltd

contract

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Location Type: Hybrid

Location: Exeter • United Kingdom

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About the role

  • Ensure a seamless and positive customer experience by handling enquiries, complaints and complex issues with empathy and efficiency.
  • Follow processes and use documentation including the company knowledge base.
  • Contribute to the development and refinement of support processes based on customer feedback for ongoing improvement.
  • Achieve case resolution SLAs and KPIs whilst utilising service management tools (e.g. Salesforce) via email, phone and chat communication channels.
  • Maintain and enhance the Company knowledge base and participate in the training of new team members when needed.
  • Work closely with and escalate to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives and enhanced overall service delivery.
  • Perform other duties as assigned by the Customer Support Manager and/or Chief Operating Officer.

Requirements

  • Customer Support experience in the Med-Tech or software solutions industry
  • Approachable: An active team player, friendly, positive and approachable, fostering an open and collaborative team culture.
  • Proactive problem-solving mindset with a positive attitude and a strong commitment to customer satisfaction.
  • Exceptional communication skills across multiple communication channels (Live Chat, video call, phone, email etc).
  • Detail-oriented: A keen eye for detail, ensuring that both customer needs and operational processes are consistently met to a high standard.
  • Proficiency in CRM databases, especially Salesforce, is highly desirable.
  • Ability to stay calm and focused under pressure, managing stressful situations with composure.
  • Work well both independently and as part of a team, juggling multiple deadlines and managing competing priorities.
  • Educated to A-Level or equivalent qualification.
Benefits
  • 25 days holiday (pro-rata) plus Bank Holidays (pro-rata)
  • Birthday Holiday
  • 5% Company & Employee Pension Scheme Contributions
  • Life Assurance Scheme (four times salary)
  • Hybrid Working one day a week in the office based in Exeter EX2 8LB.
  • On-site parking.
  • Remote GP and Medical Second Opinion Services
  • Mental Health Support
  • Physiotherapy (eight sessions per year)
  • Life, Money and Wellbeing Support
  • 360 Wellbeing Score, Insights and Calendar
  • Financial and Legal Support
  • 1-2-1 Lifestyle Coaching
  • Savings and Discounts Perkbox

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer support experienceproficiency in CRM databasesSalesforcecase resolutionKPI achievementprocess improvementdocumentation managementtrainingproblem-solvingdetail-oriented
Soft skills
empatheticefficientapproachableteam playerpositive attitudeexceptional communicationcalm under pressureindependentcollaborativeability to manage competing priorities
Certifications
A-Level or equivalent qualification