Customer Support Technician

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 be part of our journey.

The role:

We are looking for a Customer Support Technician to join our Group Support team. This role provides first line technical support across our Group products, with a particular focus on CARAGON and the services delivered to the corporate dental sector, most notably our associate pay solution.
You will work closely with the wider Support team and engineering colleagues to troubleshoot issues, resolve customer queries, and ensure smooth operation of our systems and integrations.

Key Responsibilities:

• Provide first line helpdesk support, responding to customer queries promptly and professionally.
• Troubleshoot and resolve technical issues across CARAGON and Group products, including access problems and data inconsistencies.
• Identify system errors and support the resolution of simple bugs or configuration issues.
• Investigate and correct inaccurate, missing, or incomplete entries within the system.
• Manage updates to templates, configurations, and system settings.
• Support queries related to file uploads, permissions, access levels, filters, and third party integrations.
• Escalate more complex issues and collaborate with engineering teams to resolve them.
• Assist with project related tasks, including testing new features or updates.
• Handle general system support tasks and administrative actions as required.
• Contribute to ongoing improvements to support processes and overall system reliability.

The skills and experience which we are looking for in a Customer Support Technician are:

Essential

• Customer focused with excellent communication skills
• Confident troubleshooting technical issues
• Able to identify root causes and follow logical problem solving steps
• Comfortable working with multiple systems and learning new tools
• Collaborative, supportive, and proactive in escalating issues when needed
• Organised, reliable, and able to manage workload independently in a remote setting

Additional Information

Job type: Home-based role with occasional out-of-hours work may be required to meet business needs.

Salary: Competitive

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!