Support Analyst (1st Line) Professional Services · Leeds ·

Be a part of something bigger... Our Story At Radar Healthcare, we’re dedicated to improving patient safety by bringing together the expertise of healthcare professionals and the power of intuitive software. Our innovative platform has been developed in partnership with industry experts to ensure organisations always meet regulatory standards – making it easier than ever for healthcare providers to deliver top-quality care to their patients. We’re on a mission to become a world-leading health-tech pioneer, and we know that we can only achieve this with the help of talented individuals like you. If you’re passionate about improving healthcare outcomes and want to work in a team of like-minded individuals, we invite you to join us on our journey. So if you’re up for an exciting challenge and want to be part of a team that’s making a real impact, we’d love to hear from you!

Our Values At Radar Healthcare, we are all proud of our values-led, open, supportive and inclusive culture. It’s just as important that anyone joining our friendly team share the same values as us, to ensure we’re all on the same page from day one, so we’re looking for people who feel aligned to the following:

• Customer focused with a partnership approach
• Open, honest and transparent
• Innovative
• Ethical, trustworthy and caring

Our People & Culture At Radar Healthcare, we understand and celebrate the fact that our people are our best assets! We are proud to showcase our diverse and passionate talent that encapsulates our vision, purpose and values in our shared mission of innovation in healthcare. We’re an ambitious but caring team, and so supporting our colleagues and partners is always a top priority. Not to mention, we’re not all work and no play – we love getting together to celebrate our achievements together in various settings, whether it be our winter and summer socials, our people-led full company days, team get-togethers or simply just interacting and supporting one another over coffee breaks either remotely or in person at our amazing Leeds office.

We’re also super proud to be Great Place to Work-Certified, based on outstanding feedback directly from our team earlier this year, with 91% of the team agreeing that they "would strongly endorse my company to friends and family as a great place to work".

The Opportunity Radar Healthcare's new Support Analyst We’re looking for a highly motivated individual who enjoys learning and problem-solving to join our Support Team as a 1st Line Support Analyst. As the first point of contact for our customers, Support Analysts are responsible for managing and resolving incoming support queries by phone and email. Providing a good customer experience at every interaction is key to how we support our customers. This role involves listening to and understanding customers to assist them in using their Radar Healthcare system day-to-day, and identifying issues or bugs that need to be escalated. Ideal candidates have strong problem-solving skills, excellent communication abilities, and a passion for learning within a fast-paced software support environment. Please note that shifts will cover periods between 8am and 6pm (35hrs/week).

What you’ll be doing to make a difference:

• Provide an excellent customer experience day to day through clear communication, empathy and understanding.
• Log and respond to support queries by phone and email within agreed SLA’s.
• Investigate and problem solve incoming queries and issues.
• Triage and escalate tickets to our 2nd and 3rd Line Support teams.
• Work closely with other internal teams to ensure support efforts align with customer implementation and operational goals.
• Contribute to the ongoing development of Radar’s support Knowledge Base, including FAQs, troubleshooting guides, and solution documentation.
• Help identify areas to streamline existing processes and make us more efficient.
• Become an expert in Radar Healthcare through ongoing training and development.

Your journey so far... Recent graduate with related degree (e.g. Computer Science, Engineering, or a demonstrated interest in software & technology) OR Minimum 1–2 years of experience in a technical support or customer service role, ideally within a SaaS or software business. Excellent written and verbal communication skills. Strong analytical and problem-solving abilities, with an ability and desire to learn. Demonstrated ability to work collaboratively in a cross-functional environment. Comfortable working independently in a fast-paced, remote team setting. Familiarity with helpdesk tools (e.g., Freshdesk, Zendesk) and basic understanding of SLAs and support workflows is advantageous.

Even better if you… Have familiarity with helpdesk tools (e.g., Freshdesk, Zendesk) and basic understanding of SLAs and support workflows is advantageous.

The Bigger Picture Whilst we value professional experiences and qualifications, we’re committed to maintaining a culture of growth and development here at Radar Healthcare. We take into account each candidate's demonstrable skillset, drive and ethos so even if you don’t feel 100% qualified for the role – we welcome you to connect with us. We’d love to hear from passionate candidates from all backgrounds that align themselves with our company values and are excited to make a difference in healthcare!

What we offer in return:

• A competitive salary of between £26,000 dependent on experience.
• Values-led culture - we’re extremely proud of our culture.
• Learning & development budget of £1,000 each year to drive your own professional development.
• Flexible working – We believe in empowering our team to work in a way that suits them best.
• 25 days holiday (+ bank holidays) continually increasing with service, plus the option to buy up to a week.
• Birthdays off and a surprise through the letterbox.
• Charity leave – giving back is important to us.
• Mental healthcare - Face to face counselling support, an app, and an Employee Assistance Program.
• Healthcare - Cover with Medicash.
• Life cover – a pay-out of 3x your salary.
• Compassionate leave of up to 5 days time off if you lose a loved one.
• Paid sick leave - Enhanced sick pay after 6 months.
• Enhanced family leave - Primary caregivers; 16 weeks full pay, 10 weeks half pay & secondary caregivers; 2 weeks full pay.
• Pension - We contribute 3% of your salary to your pension pot.
• Technology – We’ll have a laptop all set up and ready for you on your first day.
• Dog friendly office.
• Socials – we get together as a full company at least four times per year.

Accessibility If you require any special considerations or adjustments to our application and interviewing process, please don’t hesitate to let us know. We understand and celebrate the fact that every person that we connect with is different and therefore requires different starting points on their journey with us.

Connect with us! We’d love to hear from you! If this role isn’t quite right for you but you feel like Radar Healthcare could be, click the Connect button on our careers site and we’ll keep you in the loop of new opportunities as they arise.