Remote SaaS Support Technician – HealthTech

Agilio Software; United Kingdom; Remote; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Income Protection

Life Assurance

Enhanced pension

Health Cash Plan

28 days annual leave + bank holidays

Sick pay scheme

Agilio Flex portal

Job summary

Agilio Software Group is seeking a Customer Support Technician for the CARAGON platform, acting as the first contact for customers and ensuring timely, clear updates. The role involves triaging issues, data discrepancy investigations, and coordinating with 2nd line or developers as needed.

Work remotely within the UK, with occasional out-of-hours requirements. Salary is £27,000 per annum with generous benefits and a focus on customer enablement and documentation.

Qualifications

• 2+ years in a 1st line support or helpdesk role, SaaS/software environment.
• Ability to explain technical issues to non-technical customers.
• Experience with data flows between practice management systems and Caragon.

Responsibilities

• Triage and resolve incoming support queries, prioritising by urgency and impact.
• Investigate discrepancies in customer data and data flow between systems.
• Communicate clearly with non-technical stakeholders and provide updates.
• Escalate to 2nd line or dev teams with well-documented handovers.
• Log tickets, meet SLAs, and flag recurring issues for improvement.
• Assist customer training and create guidance materials.

Skills

2+ years experience SaaS support

Strong communication

Troubleshooting mindset

Attention to detail

Remote collaboration

SQL knowledge

APIs awareness

Healthcare/payroll experience

Tools

Support ticketing tools

Call recording tools

Documentation platforms

Job description

Agilio Software Group is seeking a Customer Support Technician for the CARAGON platform, acting as the first contact for customers and ensuring timely, clear updates. The role involves triaging issues, data discrepancy investigations, and coordinating with 2nd line or developers as needed.

Work remotely within the UK, with occasional out-of-hours requirements. Salary is £27,000 per annum with generous benefits and a focus on customer enablement and documentation.