Role Description
The Customer Support Engineer will work within the Clinisys Customer Support environment reviewing and resolving incidents as logged by Clinisys customers within Service Level Agreement timescales as directed by the Support Manager to satisfy the customer and business requirements.
This is a permanent role comprising a five‑day week from 08h00 till 18h00 with breaks for breakfast and lunch. Added with shifts to cover our 24/7 operations. This is an office job in Orihuela (Alicante), Spain, with possibilities to work from home if required.
Responsibilities
- To understand, comply and develop with customer and Clinisys procedures, working practices and directives in a timely manner.
- Contribute to the development of product software.
- To understand the customers' short and long term strategies, advise and assist with Clinisys products to facilitate these needs.
- To partake in the service desk shifts as required.
- To fully understand the service Clinisys has been engaged to deliver in line with contractual and other customer expectations.




- To establish and maintain high levels of call ownership – resolving, progressing and managing all calls to a satisfactory conclusion on the Clinisys call management system, ensuring that appropriate parties (including caller/customer) are kept up to date on call progress.
- To be the single point of contact for the customer.
- To establish a quality working relationship with end users and solve their problems in a timely fashion by using and developing diagnosis, analytical, problem‑solving, discipline‑specific and technical skills to achieve Service Levels.
- To understand and operate the escalation procedure within the defined limits of time, knowledge and level of contracted support.
- To behave as a role model for delivering results, enthusiasm and enjoyment of work, teamwork, coaching and mentoring of colleagues and team members, and professional standards of behaviour.
- To maintain and update all quality

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