Job Description

Competitive salary


Generous benefits


Based in Leicester

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

central.people@agiliosoftware.com

How to Apply

----------------


If you feel you have what it takes to join our team, please email your CV along with a covering letter to

central.people@agiliosoftware.com

We look forward to receiving your application!