Background:
Agilio Software Group is the UK’s largest provider of back office,
compliance, and workforce solutions in primary care and dental.
We have ambitious and exciting growth plans and are looking for
talented individuals to be part of our journey.
Job purpose:
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 contribu te directly to
maximising the value they gain from our software solutions. We also ask
that you act as the first point of contact for Training, and Onboarding.
This includes responding to phone calls and emails from current
members, creating HubSpot tickets to ensure enquiries are directed to
the appropriate department, and addressing any questions within your
remit.
You will be responsible for:
• 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.
• Document support interactions and contribute to the knowledge base
and FAQs.
• Collaborate with product and development teams to relay user
feedback and suggest improvements
Additional Responsibilities.
• Act as initial contact for member enquiries related to training,
Retention, and Onboarding providing timely and professional responses
• 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 and that communication remains clear and consistent
The skills and experience which we are looking for in our Customer
Success Advisor – Portal Support (DCME) are:
Essential
• Problem-Solving Abilities: Ability to diagnose and resolve user issues
efficiently.
• Customer Service Skills: Strong communication, patience, and
professionalism when assisting users
• Multitasking Abilities: Handling multiple support tickets or queries
simultaneously.
• Attention to Detail: Ensuring accuracy in troubleshooting and
documentation.
• Technical Proficiency: Understanding of SaaS platforms and how they
are supported
• Experience with Ticketing /CRM systems: Using tools like HubSpot /
Jira
Desirable
• Training Skills: Ability to guide users through complex processes or
new features.
• Adaptability and Learning: Keeping up with portal updates, new
technologies, and best practice.
• Team Collaboration: Working effectively with developers, IT teams, and
other stakeholders.
Additional Information
This is a full-time role based in Leicester. Hybrid may be considered
after successful completion of probationary period.
Job type: Full-time, permanent, some out of hour’s work may be
required from time to time
Salary: Competitive salary and generous benefits
• Income Protection
• Life Assurance
• Enhanced pension
• Health Cash plan
• 28 days annual leave + bank holidays
• Sick pay scheme
• A range of flexible benefits available through our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to
receiving your application!
If you are interested in applying, please email your CV along with a
covering letter to [email protected]