Customer Support Engineer

About BookedSolid

BookedSolid is an AI communication platform for allied health, focused on streamlining the administration bottleneck for clinics and clinicians across the UK, EU, Australia and New Zealand.

Founded in late 2024, our mission is to revolutionise communication and front desk accessibility for patients across the allied health sector, so that organisations can focus on using human resources to deliver the best care possible.

Over 1500 healthcare professionals across the world, from small clinics all the way to large healthcare groups, use BookedSolid every day, keeping their patients connected 24/7 through calls, SMS and website chat.

We're now entering a new phase of growth and are looking to expand our London based team to support our growing customer base.

The Customer Support Engineer Role

Your role as a customer support engineer is to keep customers informed, updated and happy, every step of the way. From giving product tours and assisting with onboarding, all the way to troubleshooting and notifying customers of any updates. You'll own the whole process from start to finish.

You'll be sitting in between the customer and product development, passing information across and translating it from technical developer language into something that makes sense to the customer, allowing us to keep moving as a business at the speed we like to!

Your Day To Day

• Communicating with a wide range of customers to assist with onboarding and support requests over email and phone.
• Leading demo calls and setup calls where necessary for potential and onboarding customers.
• Understanding the product in detail to accurately troubleshoot and keep customers updated quickly.
• Manage support tickets to ensure that bugs and custom requests are chronologically logged and kept up to date through the entire cycle.
• Work closely with product development to keep track of bug fixes and deployments to the codebase, ensuring customers are informed every step of the way.
• Understand the product and track recurring feedback and/or bugs from customers in order to suggest improvements to product development.

What We're Looking For

• 1–2 years minimum of experience as a support engineer in a tech company.
• Someone who enjoys the fast paced environment of an early stage startup.
• Strong communication skills, particularly over email and phone, whilst balancing technical accuracy with friendliness and easy to understand language.
• High standard of problem solving skills in order to diagnose customer issues and understand whether they relate to account configuration, setup or a codebase error.
• Someone who has an understanding of web development and technologies.

Other Perks

• A slice of the pie – On top of salary, you'll get a share of the BookedSolid equity as growth begins to reach new heights.
• Pivotal stage of growth – You'll be joining BookedSolid at a key point in our journey, as we deliver value to a growing number of organisations around the world.
• Hybrid working – Flexibility around your working environment, with just 2 days a week required with the team.