Customer Support & Success Agent, Full-time in Leicester

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.

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.
• Addressing any questions within your remit.
• Providing 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, to diagnose root causes, manage escalated cases, and ensure issues are resolved efficiently.
• Contributing to continuous service improvement by identifying recurring trends, documenting solutions, and sharing knowledge to enhance the overall member experience.

Responsibilities include:

• Providing timely and professional support via email and phone.
• Troubleshooting and resolving issues related to portal access, functionality, and user experience.
• Conducting root cause analysis for recurring or high-impact incidents and working with Product and Development teams to implement permanent fixes.
• Documenting support interactions, technical findings, and resolutions, contributing to the knowledge base and FAQs.
• Collaborating with Product and Development teams to relay user feedback, identify trends, and recommend improvements to the portal and support processes.
• Maintaining and regularly updating 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.

Requirements:

• 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.
• Experience managing customer enquiries via telephone, email, and ticketing systems.
• Experience using CRM, helpdesk, or ticket management systems.
• Ability to work independently in a remote environment while managing priorities effectively.
• 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 SaaS products and customer support best practices.
• Experience within healthcare, dental, primary care, pharmacy, or related sectors.
• Familiarity with HubSpot, Zendesk, Jira, or other support ticketing systems.
• Knowledge of web technologies, user management, authentication, or portal-based applications.

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:

• 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