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. We have ambitious and exciting growth plans and are looking for talented individuals to join us on our journey.
The Role
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!
If you are interested in applying, please email your CV along with a covering letter to [email protected]