Connor McDonald

Experience

• 

  Cegedim Healthcare Solutions (formerly Vision)

  Jul 2018 - Feb 2022

  Providing support for users of a bespoke Clinical Software; providing technical support for customers by diagnosing issues and accurately knowing when to query others.Key responsibilities• Provide a friendly and professional service to our customers at all times• Ensure that all customer problems are resolved to a satisfactory conclusion• Accurately record and maintain call management system records when dealing with incidents and queries raised by customers and internally• Ensure log SLA targets are maintained through proactive management of individual and team calls• Ensure that all incoming calls are answered within an acceptable timescale. This also includes being aware of the wait times for all product queues and acting to resolve long delays• Ensure all customer call backs, faxes and e-mails are carried out in to an acceptable timescale• Keep customers informed of the progress of their problems• Fully follow all Helpline procedures including those for logging faults to Maintenance, Installs and Development departments• Help members of staff from other departments at Vision wherever possible. • Support the field based staff in order that they can ensure complete customer satisfaction• Highlight problems in any area of the Vision software of systems that either causes the customer problems or results in extra work for the Helpline• Being expected to know and understand the contract obligations for each Health-board in the UK. Certain Health Boards have greater contract obligations.• Passing on outstanding tasks to other teams within the company with good enough documentation to a seamless and clear understanding of the task being itemised.• Successfully adapt to new training and learning that is coming with the development of the software. Show less

  • Secondline Support

    Jan 2020 - Feb 2022

  • Technical Analyst

    Jul 2018 - Jan 2020
• 

  Brightsolid

  Feb 2022 - now

  Technical Support Engineer