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For Companies At a Glance
- Tasks: Support customers, troubleshoot issues, and configure services for our innovative healthcare platform.
- Company: Join Doc Abode, a fast-growing tech company transforming healthcare services.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real difference in healthcare by helping users navigate our cutting-edge platform.
- Qualifications: Experience in application support, strong troubleshooting skills, and clear communication.
- Other info: Dynamic team environment with excellent career advancement potential.
The predicted salary is between 36000 - 54000 £ per year.
Location: Hybrid (Manchester)
Salary: up to £45,000 (experience dependent)
Team: Support / Customer Operations
About Doc Abode
Doc Abode provides dynamic workforce scheduling and clinical task management across urgent community response (UCR), discharge-to-assess (D2A), virtual wards and wider community services. Our platform connects multi-disciplinary teams, automates job allocation, and improves service responsiveness across the NHS. We’re scaling rapidly and need someone who can sit at the intersection of support, configuration and implementation — someone who understands how the product behaves in the real world and can help customers use it effectively.
Role Overview
You’ll be the frontline expert for customers using Doc Abode. Part of your work is classic first‑line triage: understanding issues, guiding users, unblocking them quickly.
Key Responsibilities
- Customer Support & Troubleshooting
- Respond to incoming customer queries
- Diagnose issues across the Doc Abode ecosystem (web, mobile, scheduling, job workflows etc.)
- Identify whether a problem is user error, config, data, or a genuine defect
- Reproduce issues consistently and document findings clearly
- Provide immediate workarounds when possible and escalate effectively when not
- Configuration & Service Setup
- Configure service‑specific settings (roles/permissions, workflows, tasks, job properties, availability rules etc.)
- Work with the Implementation team to design and validate new service setups for UCR, D2A and virtual wards
- Apply configuration changes safely in live environments using our internal tools/processes
- Maintain accurate configuration records across all services and deployments
- Bug Reporting & Analysis
- Create high‑quality bug tickets that QA or engineering can act on immediately (clear repro steps, expected vs actual behaviour, screenshots/logs, affected environments)
- Analyse patterns in incoming issues to help engineering prioritise fixes
- Validate fixes in dev/staging before customer release when needed
- Product Knowledge & Workflow Expertise
- Develop a deep understanding of Doc Abode’s scheduling logic, job lifecycle and workflows
- Support customers in best‑practice usage, especially around scheduling, job assignment and status management
- Help with UAT testing with your expert knowledge
- Contribute to feature ideation sessions when required
- Operational Support
- Monitor service health indicators and raise concerns proactively
- Assist the Implementation team with onboarding customers and testing their configuration
- Contribute to customer guides, support documentation and internal runbooks
- Participate in internal discussions to improve processes
Essential Skills & Experience
- Experience in an application support or customer operations role
- Strong troubleshooting ability — you can dissect problems with a level head
- Clear written communication; able to produce clean, concise bug reports
- Comfort working with structured configuration and workflow logic or enough technical aptitude to learn how
- Ability to understand real‑world clinical workflows (UCR, D2A, community care, virtual wards)
- Basic technical literacy: logs, error messages, testing behaviour across environments
- Strong customer empathy without being deferential — you guide customers confidently
Desirable
- Prior experience with NHS community pathways or other healthcare setting or applications
- Familiarity with clinical scheduling/rostering systems
- Exposure to agile teams, JIRA, and working closely with engineering and operation
- Understanding of mobile workflows (Android/iOS) and web apps
What Success Looks Like
After 6 months, you will:
- Own the majority of customer queries end‑to‑end
- Confidently manage service‑specific configuration in production
- Produce consistently clear bug reports
- Understand Doc Abode’s scheduling and job flow well enough to spot issues rapidly
- Reduce noise for engineering by resolving issues earlier and more accurately.
- Be a trusted partner to Operations and Engineering.
Application Support Analyst in Manchester employer: Trades Workforce Solutions
Contact Detail:
Trades Workforce Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Analyst in Manchester
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Doc Abode’s mission and values. Understanding how they operate in the NHS space will help you connect your skills to their needs.
✨Tip Number 2
Practice your troubleshooting skills! Think of real-world scenarios where you’ve solved customer issues. Be ready to share these examples during your interview to show you can handle the role's challenges.
✨Tip Number 3
Don’t underestimate the power of questions! Prepare thoughtful questions about the team dynamics and the tools they use. This shows your genuine interest and helps you assess if it’s the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Application Support Analyst in Manchester
Some tips for your application 🫡
Show Your Troubleshooting Skills: When you’re writing your application, make sure to highlight your troubleshooting abilities. We want to see how you dissect problems and guide users through solutions. Share specific examples where you've successfully resolved issues in the past!
Be Clear and Concise: Clear written communication is key for us at StudySmarter. When crafting your application, keep it clean and to the point. Avoid jargon unless necessary, and make sure your bug reporting skills shine through with clear descriptions of your experiences.
Demonstrate Your Product Knowledge: We love candidates who show a deep understanding of application workflows. In your application, mention any relevant experience with clinical workflows or similar systems. This will help us see how you can support our customers effectively right from the start.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Trades Workforce Solutions
✨Know the Product Inside Out
Before your interview, take some time to really understand Doc Abode’s platform. Familiarise yourself with its features, especially around scheduling and job workflows. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Prepare for Troubleshooting Scenarios
Since the role involves diagnosing issues, think of common problems that users might face and how you would approach solving them. Practising your troubleshooting process can help you articulate your thought process during the interview.
✨Showcase Your Communication Skills
Clear communication is key in this role. Be ready to demonstrate how you would write concise bug reports or explain complex issues to customers. You might even want to prepare a few examples from your past experiences where you successfully communicated technical information.
✨Understand the Healthcare Context
Having a grasp of clinical workflows and NHS community pathways will set you apart. Brush up on relevant terminology and concepts so you can discuss how your skills align with the needs of healthcare settings, making you a more attractive candidate.
