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For Companies At a Glance
- Tasks: Help users navigate our portal and resolve their queries with expert support.
- Company: Join Agilio Software Group, the UK's leading provider of dental and primary care solutions.
- Benefits: Enjoy a competitive salary, flexible benefits, and generous annual leave.
- Why this job: Be part of a growing team that values your input and fosters a supportive culture.
- Qualifications: Strong communication skills, problem-solving abilities, and experience with CRM systems are essential.
- Other info: This full-time role is based in Leicester, with potential for hybrid work after probation.
The predicted salary is between 28800 - 43200 £ per year.
Background:
Agilio Software Group is the UK’s largest provider of back office,
compliance, and workforce solutions in primary care and dental.
We have ambitious and exciting growth plans and are looking for
talented individuals to be part of our journey.
Job purpose:
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 contribu te directly to
maximising the value they gain from our software solutions. We also ask
that you act as the first point of contact for Training, and Onboarding.
This includes responding to phone calls and emails from current
members, creating HubSpot tickets to ensure enquiries are directed to
the appropriate department, and addressing any questions within your
remit.
You will be responsible for:
• 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.
• Document support interactions and contribute to the knowledge base
and FAQs.
• Collaborate with product and development teams to relay user
feedback and suggest improvements
Additional Responsibilities.
• Act as initial contact for member enquiries related to training,
Retention, and Onboarding providing timely and professional responses
• 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 and that communication remains clear and consistent
The skills and experience which we are looking for in our Customer
Success Advisor – Portal Support (DCME) are:
Essential
• Problem-Solving Abilities: Ability to diagnose and resolve user issues
efficiently.
• Customer Service Skills: Strong communication, patience, and
professionalism when assisting users
• Multitasking Abilities: Handling multiple support tickets or queries
simultaneously.
• Attention to Detail: Ensuring accuracy in troubleshooting and
documentation.
• Technical Proficiency: Understanding of SaaS platforms and how they
are supported
• Experience with Ticketing /CRM systems: Using tools like HubSpot /
Jira
Desirable
• Training Skills: Ability to guide users through complex processes or
new features.
• Adaptability and Learning: Keeping up with portal updates, new
technologies, and best practice.
• Team Collaboration: Working effectively with developers, IT teams, and
other stakeholders.
Additional Information
This is a full-time role based in Leicester. Hybrid may be considered
after successful completion of probationary period.
Job type: Full-time, permanent, some out of hour’s work may be
required from time to time
Salary: Competitive salary and generous benefits
• Income Protection
• Life Assurance
• Enhanced pension
• Health Cash plan
• 28 days annual leave + bank holidays
• Sick pay scheme
• A range of flexible benefits available through our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to
receiving your application!
If you are interested in applying, please email your CV along with a
covering letter to central.people@agiliosoftware.com
#J-18808-Ljbffr
Customer Success Advisor - Portal Support (DCME) - Dental employer: Agilio Software
Contact Detail:
Agilio Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Advisor - Portal Support (DCME) - Dental
✨Tip Number 1
Familiarise yourself with the Agilio Software Group's portal and its features. Understanding how the platform works will not only help you answer queries more effectively but also demonstrate your initiative and genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills by practising common troubleshooting scenarios related to SaaS platforms. Being able to quickly diagnose and resolve issues will set you apart as a strong candidate for the Customer Success Advisor position.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully handled difficult customer interactions in the past. This will highlight your ability to remain professional and patient under pressure, which is crucial for this role.
✨Tip Number 4
Network with current or former employees of Agilio Software Group on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations, helping you tailor your approach during the application process.
We think you need these skills to ace Customer Success Advisor - Portal Support (DCME) - Dental
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and skills required for the Customer Success Advisor position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving abilities and customer service skills. Use specific examples from your past experiences to demonstrate how you can provide exceptional support to users.
Highlight Relevant Experience: In your CV, emphasise any previous roles where you provided customer support or worked with SaaS platforms. Mention your familiarity with ticketing systems like HubSpot or Jira, as this is crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Attention to detail is key in this role, so ensure your application reflects that quality.
How to prepare for a job interview at Agilio Software
✨Understand the Portal Inside Out
Before your interview, make sure you have a solid understanding of the portal and its features. Familiarise yourself with common user issues and how to troubleshoot them. This will show your potential employer that you're proactive and ready to help users effectively.
✨Demonstrate Your Customer Service Skills
Prepare to showcase your customer service abilities during the interview. Think of examples where you've successfully resolved customer issues or provided exceptional support. Highlight your communication skills, patience, and professionalism, as these are crucial for the role.
✨Showcase Problem-Solving Abilities
Be ready to discuss specific instances where you've diagnosed and resolved problems efficiently. The interviewer may ask situational questions, so practice articulating your thought process when tackling challenges. This will demonstrate your analytical skills and ability to think on your feet.
✨Familiarise Yourself with Ticketing Systems
Since experience with ticketing systems like HubSpot is essential, brush up on your knowledge of these tools. If you have prior experience, be prepared to discuss how you've used them to manage support tickets and improve user experiences. If not, express your willingness to learn quickly.
