Background: Agilio Software Group is a leading UK healthcare operations software provider, delivering integrated, mission critical solutions that support primary care, dental, pharmacy, hospital, and veterinary organisations. With ambitious growth plans underway, we are looking for talented individuals to join us on this exciting journey. The Role: As a Customer Success Advisor specialising in Portal Support, you play a pivotal role in delivering exceptional service to our members. Your primary focus is to ensure a seamless and rewarding experience for users of our portal by providing expert guidance, troubleshooting support, and proactive solutions. By helping members navigate the platform effectively and resolve any issues, you contribute directly to maximising the value they gain from our software solutions. This includes responding to phone calls and emails from current members, creating and managing support tickets to ensure enquiries are directed to the appropriate department, and addressing any questions within your remit. In addition, you will provide 3rd Line Support for complex portal-related issues that require advanced investigation and resolution. Working closely with internal teams, including Product, Development, and Technical Support, you will diagnose root causes, manage escalated cases, and ensure issues are resolved efficiently. You will also contribute to continuous service improvement by identifying recurring trends, documenting solutions, and sharing knowledge to enhance the overall member experience. Primary Responsibilities Serve as the primary point of contact for portal-related queries from Members. Provide timely and professional support via email and phone. Troubleshoot and resolve issues related to portal access, functionality, and user experience. Guide users through portal features and workflows, ensuring they understand how to use the system effectively. Escalate technical issues to the appropriate internal teams when necessary. Provide 3rd Line Support for complex and escalated portal-related issues, carrying out detailed investigation, diagnosis, and resolution. Conduct root cause analysis for recurring or high-impact incidents and work with Product and Development teams to implement permanent fixes. Manage and track escalated cases through to resolution, ensuring stakeholders are kept informed of progress and outcomes. Test and validate fixes, enhancements, and releases to ensure issues are resolved effectively and without adverse impact. Document support interactions, technical findings, and resolutions, contributing to the knowledge base and FAQs. Collaborate with Product and Development teams to relay user feedback, identify trends, and recommend improvements to the portal and support processes. Additional Responsibilities Create and manage support tickets to ensure enquiries are accurately routed to the appropriate departments for resolution. Collaborate with internal teams to ensure member issues are resolved efficiently whilst maintaining clear and consistent communication with stakeholders. Maintain and regularly update the Help Centre knowledge base, ensuring new portal features, enhancements, process changes, and fixes are accurately documented and communicated to members in a clear and user-friendly manner. Essential Experience
Customer Success Advisor - Portal Support employer: Agilio Software
Agilio Software Group is an exceptional employer that prioritises employee well-being and professional growth, particularly for those in the Remote Customer Service/Success Advisor role. With a supportive work culture that encourages collaboration and innovation, employees benefit from a comprehensive health cash plan, enhanced pension options, and generous annual leave, alongside the flexibility of remote work opportunities after training. This commitment to employee satisfaction and development makes Agilio a rewarding place to build a meaningful career in the healthcare software sector.
