Customer Success Advisor - Portal Support

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 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.

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.

Salary: Competitive, dependent on skills and experience.

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!