At a Glance
- Tasks: Help customers with support queries and ensure they have a great experience using our platform.
- Company: Join Agilio Software Group, a leading UK healthcare software provider with exciting growth plans.
- Benefits: Enjoy a competitive salary, generous benefits, and 28 days of annual leave plus bank holidays.
- Other info: Work remotely in a friendly team with opportunities for professional growth.
- Why this job: Be the first point of contact for customers and make a real difference in their experience.
- Qualifications: 2+ years in customer support, strong communication skills, and a methodical approach to problem-solving.
The predicted salary is between 27000 - 27000 £ per year.
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. We have ambitious and exciting growth plans and are looking for talented individuals to join us on our journey.
We are looking for a Customer Support Technician to join our CARAGON team. As the first point of contact for customers using the CARAGON platform, you will play a key role in delivering an excellent customer experience. You’ll be responsible for investigating and resolving day-to-day support issues, providing timely updates to customers, and ensuring they feel informed and supported throughout the resolution process. This is a hands-on, customer-facing role that requires strong problem-solving skills, attention to detail, and a proactive approach to customer service. You will also be responsible for accurately triaging more complex issues to the appropriate technical or development teams, ensuring they are escalated efficiently and with the necessary information.
Key Responsibilities
- Triage and resolve incoming support queries raised by ticket, prioritising based on urgency and impact (e.g. pay-affecting issues vs. general queries).
- Investigate discrepancies in customer data using an awareness of how data flows from practice management systems through to Caragon.
- Communicate clearly and proactively with non-technical stakeholders (practice managers and finance teams), translating technical issues into plain language and keeping customers updated even when a fix is still in progress.
- Escalate appropriately to 2nd line, development, or Professional Services colleagues when an issue requires deeper technical investigation, a configuration change, or a change request, providing clear, well-documented handover notes.
- Log and track tickets accurately, ensuring service levels (SLAs) are met and that recurring issues or patterns are flagged for wider process or product improvement.
- Support customer training and enablement where needed, helping users get comfortable with the platform via calls, screen-sharing, or written guidance.
- Build strong customer relationships, acting as a friendly, reassuring point of contact — particularly important given the team works remotely and pay issues can be sensitive and time-critical for customers.
- Contribute to documentation, such as user guides and known-issue notes, to help the team and customers resolve similar issues faster in future.
Skills & Experience Required
Essential
- 2+ years’ experience in a 1st line support, helpdesk, or customer support role, ideally within a SaaS or software environment.
- Strong communication skills, with the confidence to explain technical issues to non-technical customers and to handle calls professionally under pressure.
- A methodical, curious approach to troubleshooting — comfortable digging into an issue, asking the right questions, and knowing when to escalate.
- Good attention to detail, particularly important given the role involves people’s pay.
- Comfortable working remotely and collaboratively within a small team.
Desirable
- Awareness of SQL (able to read/understand basic queries) and APIs — you won’t be expected to write queries or build integrations, but an understanding of how data moves between systems is a real advantage.
- Experience in dental, healthcare, or payroll environments, or with practice management systems.
- Experience using support/ticketing tools, call-recording or transcription tools, and documentation platforms.
Additional Information
Job type: Remote (occasional out of hours work may be required to meet business needs).
Salary: £27,000 per annum + generous benefits.
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 Support Technician in Milton 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 Support Technician in Milton
✨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 Support Technician in Milton
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.
