At a Glance
- Tasks: Support users with portal issues and ensure a seamless experience.
- Company: Join Agilio Software Group, a leader in healthcare operations software.
- Benefits: Competitive salary, flexible working, and comprehensive health benefits.
- Other info: Opportunity for remote work after training and excellent career growth potential.
- Why this job: Make a real difference in healthcare by helping users navigate our innovative platform.
- Qualifications: Experience in customer support and strong problem-solving skills required.
The predicted salary is between 27000 - 33000 £ per year.
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 & Skills
- Previous experience in a Customer Success, Customer Support, Helpdesk, Service Desk, or Technical Support role.
- Experience supporting web-based platforms, software applications, or customer portals.
- Strong troubleshooting and problem-solving skills, with the ability to investigate and resolve user issues effectively.
- Excellent verbal and written communication skills, with the ability to explain technical information in a clear and user-friendly way.
- Experience managing customer enquiries via telephone, email, and ticketing systems.
- Strong organisational skills, with the ability to prioritise workload and manage multiple enquiries simultaneously.
- Proven ability to handle escalated or complex customer issues through to resolution.
- A customer-focused approach with a genuine passion for delivering an excellent member experience.
- Experience using CRM, helpdesk, or ticket management systems.
- Ability to work independently in a remote environment while managing priorities effectively.
Desirable Skills & Experience
- Experience providing 2nd or 3rd Line Support.
- Experience conducting root cause analysis and identifying long-term solutions to recurring issues.
- Knowledge of software testing, user acceptance testing (UAT), or release validation.
- Experience maintaining knowledge bases, FAQs, or Help Centre content.
- Understanding of Saa S products and customer support best practices.
- Experience within healthcare, dental, primary care, pharmacy, or related sectors.
- Familiarity with Hub Spot, Zendesk, Jira, or other support ticketing systems.
- Knowledge of web technologies, user management, authentication, or portal-based applications.
- Additional Information
Job Type: Full-time, office-based role in Leicester (LE4). Following successful completion of training, there is the opportunity to work from home up to 2 days per week.
Benefits include
- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash Plan
- 28 days annual leave + bank holidays
- Sick pay scheme
- A range of flexible benefits via our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to receiving your application!
Customer Success Advisor - Portal Support in Leicester employer: Agilio Software
Agilio Software is an exceptional employer that prioritises employee well-being and professional growth, offering a remote working environment that promotes work-life balance. With 28 days of annual leave and a commitment to client satisfaction, employees are empowered to thrive in their roles while contributing to innovative solutions in the dental sector. The collaborative work culture fosters continuous learning and development, making it a rewarding place for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Advisor - Portal Support in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Agilio Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Agilio Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Advisor - Portal Support in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Agilio Software:Your cover letter is your chance to shine! Tell us why you want to work at Agilio Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Agilio Software!
How to prepare for a job interview at Agilio Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
