Careers at MEG
MEG’s mission is to provide the best quality management platform for healthcare providers around the world, enabling them to sustainably deliver great care to every patient every time.
With a relentless focus on creating a better experience for the working lives of frontline staff, our team is united around building innovative technology solutions for healthcare teams that improve care quality standards and patient safety.
Already working with world-leading hospitals in more than a dozen countries across Ireland and the UK, the Middle East, Latin America, Australia and New Zealand, MEG is continuing its expansion in both local and international markets. We are hiring new members to our team to help us on this journey.
Our company has a remote-first mindset and is built on trust, communication and fun. We have an excellent collaborative work environment and offer our employees great experience across a range of different projects. We encourage team members to take an active role in developing their skills and give them plenty of autonomy and support to do so.
Equal Opportunities:
We are a global team with a global mindset. Cherishing and protecting diversity is core to our company culture. We are always looking to diversify the talent in our team. If you feel you don't quite meet all the criteria in the job spec but have the potential to do the role, we'd still love to hear from you.
ABOUT THE ROLE:
MEG is seeking a talented Product Support Specialist to join our rapidly expanding product team.
In this role, you will play a critical part in the day-to-day administration of the product department. Your responsibilities will include maintaining documentation, creating training assessments, and engaging in various interesting projects.
You will work closely with the Head of Product and cross-functional teams to streamline processes, support product development, and contribute to the overall efficiency and success of the department. Your role will be integral to ensuring the seamless operation and continuous improvement of our product offerings.
If you’re looking for a diverse company with a fun culture and the opportunity to develop as a professional, this might be the job for you.
PRIMARY RESPONSIBILITIES:
Administrative Support: Provide comprehensive administrative support to the product team, handling miscellaneous requests and ensuring smooth daily operations
Create Learning Modules: Develop effective assessments and learning modules based on existing documentation and training materials to ensure teams and clients are well-versed in product features
Documentation Management: Collaborate with the head of product and product support specialists to monitor development tasks, ensuring all documentation is current and accurately reflects product enhancements
REQUIREMENTS:
Excellent verbal and written communication skills to effectively collaborate with cross-functional teams, such as development, design, and marketing
Experience with project management tools such as Jira, Trello, or Asana
Basic understanding of product management principles
Experience creating flowcharts or process flows
NICE TO HAVE:
Experience or interest in using large language models and prompt engineering
Exposure to and experience with tools and technologies such as Chat GPT, Scribe, and Figma.
BENEFITS:
25 days annual leave per year plus bank holidays
Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance
Company-funded social events
For employees who choose to work in the office, MEG offers cycle-to-work and public transport commuter schemes and encourages employees to take part
Investment into your professional development and opportunities for career progression
Comfortable office space in a co-working environment in Dublin city for those who prefer hybrid or office-based working arrangements
An open and democratic work culture where everyone can contribute, learn and teach
ABOUT THE ROLE:
We are looking for a (full or part-time) friendly, well-spoken and technically savvy Customer Support Representative, to support our growing business in the USA/ LATAM. To really engage with our clients we would like someone who would work 12pm-8pm GMT/ BST and ideally you will have proficient Spanish.
Responsibilities include responding to customer queries in a timely and accurate manner, identifying customers needs and helping customers use specific features, and reporting on application issues.
You should also be able to maintain ongoing customer relationships, onboard and train users, improve customer experience through product support and provide insights on client-to-business interactions. You should have excellent communication, interpersonal, and customer service skills and demonstrate the ability to meet deadlines.
Primary Responsibilities:
Provide technical solutions to help customers fully utilise their investment
Configure customer systems to meet requirements
Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
Maintain support cases until resolution, drive other teams as needed and lead customer expectations
Perform problem characterisation, replication, diagnosis, and root cause analysis
Work with Technical team to resolve product issues and/ or escalate as necessary
Author Knowledge Base Articles / Technical Notes
Meet individual case management Service Levels and Customer Satisfaction goals
Requirements:
Willingness to work 12pm-8pm GMT/ BST
Native level proficiency in English
Relevant technical diploma, degree or relevant work experience
Experience diagnosing and resolving problems in software environment
Experience providing direct support to external customers by phone, electronically, and face-to-face
Excellent organisational skills; ability to prioritise, manage, multi-task and execute projects multi-functionally
Excellent communications skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.
Ability to explain complex concepts simply
Excellent analytical skills
Love solving problems!
The ability to navigate challenging situations in a professional manner
Able to demonstrate experience in one or more of the following additional areas a plus: Database technology; Web technology; CRM technology
Familiarity with SaaS solutions a plus
Familiarity with any kind of ticketing solution: Jira, ZenDesk, HubSpot
Team-oriented person with a passion for taking on challenges
Nice to have:
Proficient Spanish is highly desirable
Demonstrated experience supporting enterprise software solutions
Experience working in a healthcare environment
This is an opportunity to work with a dedicated group of people building products that are to be used to improve the lives of patients in hospitals around the world.
Benefits:
We can support employees who want to work remotely in Ireland for extended periods of time
25 days annual leave per year plus bank holidays
Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance
Company-funded social events
For employees who choose to work in the office, MEG offers cycle-to work and public transport commuter schemes and encourages employees to take part
Investment into your professional development and opportunities for career progression
Comfortable office space in co-working environment in Dublin city for those who prefer hybrid or office-based working arrangements
An open and democratic work culture where everyone can contribute, learn and teach
For more information or to apply for this role, please email careers@megit.com, attach a cover letter/CV and state ‘Customer Support Representative’ in the subject line.