Time: Full-time
Company: Matcher Technologies Ltd
Location: Hybrid – 2 days at the office in Tattenhall, Chester and 3 days working at home
Salary: Competitive package based on experience
Overview:
Matcher Technologies Ltd develops, implements, and supports IT-based quality management systems for fertility centres, donor banks, and animal breeding centres internationally.
Our flagship product, IMT Matcher, is a quality management system designed to prevent errors through misidentification of patients, donors, gametes, and embryos. It also supports traceability, regulatory compliance, and operational analysis to optimise outcomes.
The IMT Matcher system comprises software and networked IT hardware, used primarily within the embryology and andrology laboratories, but is also used throughout other parts of the fertility centre including cryo stores, operating rooms, and product storage areas. Matcher delivers major benefits to all users, including the biologists, laboratory directors, quality managers, doctors, nurses, and administration staff.
We are seeking a proactive and technically-minded individual to join our Service & Support team as a Front Desk Technical Analyst. This role is ideal for someone who enjoys problem-solving, coordinating, has excellent communication skills, and is comfortable working in a dynamic customer-facing environment. The successful candidate will support the wider team with the implementation and ongoing support of the Matcher product and manage the global fulfilment of hardware and consumables. There are opportunities for growth within the business and a clear path of progression for candidates who desire it.
Main Responsibilities:
- Acting as first line support for customer technical support queries via our ticketing system (Zendesk), email and phone.
- Logging, triaging, and resolving first-line support issues and escalating second/third line to the appropriate internal teams.
- Providing clear and professional communication to end users and suppliers, ensuring timely updates and resolution within our agreed Service Level Agreement (SLA).
- Assisting with the preparation, packaging, and shipping of hardware and consumables to end users worldwide.
- Coordinating with global third parties to ensure accurate and timely order fulfilment and stock replenishment.
- Maintaining accurate records of hardware assets and consumables in internal systems.
- Supporting the Service & Support team with administrative tasks and documentation.
- Process improvement based on root cause analysis and end user feedback.
- Demonstrating a strong understanding of the IMT Matcher system and its components and providing first line technical support.
Essential Experience:
- Previous experience in a technical support or customer service role.
- Strong problem-solving skills and a logical approach to troubleshooting.
- Excellent written and verbal communication skills.
- High diligence and accuracy.
- Ability to manage multiple tasks and prioritise effectively.
- Proficiency with Microsoft Office and general IT systems.
- A collaborative and professional approach to working with end users and colleagues.
- Proven experience demonstrating IMT Matcher’s core values: responsiveness, quality of outputs, collaboration, and integrity.
Desirable Experience:
- Experience with logistics or order fulfilment processes.
- ITIL v4 Foundation qualification
- Familiarity with CRM or ticketing systems such as Zendesk.
- Interest in MedTech or healthcare technology.
- Experience working in a regulated or quality-focused environment.
What We Offer:
- A collaborative and supportive work environment.
- Opportunities for professional development and career progression.
- Flexible working options.
- Competitive salary and benefits package.
Candidates will be required to demonstrate examples of their application of these skills in previous roles. Development within the business will be available and is strongly encouraged. Therefore, an eagerness to progress and a positive, proactive attitude are also prerequisites.
Benefits include a competitive salary, pension contributions, and a discretionary annual bonus scheme.
To apply:
Please send a CV and covering letter explaining why you believe you would be suitable for the role to [email protected]
