Support Analyst (1st Line) Professional Services · Leeds ·

Radar Healthcare; Leeds; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

Radar Healthcare is seeking a motivated 1st Line Support Analyst passionate about enhancing customer experiences in a fast-paced environment. As part of a dynamic team, you'll be the first point of contact for support inquiries, solving problems efficiently while contributing to the development of their support knowledge base. Ideal candidates will possess strong communication skills and a collaborative mindset, making a tangible impact in the health-tech sector.

Benefits

Learning & development budget of £1,000 annually.

25 days holiday plus bank holidays.

Flexible working arrangements.

Mental healthcare and counseling support.

Dog friendly office.

Social events and celebrations.

Qualifications

• Recent graduate with a degree in Computer Science or equivalent.
• 1-2 years of experience in a technical support or customer service role.
• Strong analytical and problem-solving abilities with a desire to learn.

Responsibilities

• Provide an excellent customer experience through clear communication.
• Log and respond to support queries by phone and email.
• Investigate and problem-solve incoming queries and escalate as necessary.

Skills

Problem Solving

Communication

Customer Focused

Education

Degree in Computer Science or related field

Tools

Freshdesk

Zendesk

Job description

Be a part of something bigger...

Our Story

At Radar Healthcare, we’re dedicated to improving patient safety by bringing together the expertise of healthcare professionals and the power of intuitive software. Our innovative platform has been developed in partnership with industry experts to ensure organisations always meet regulatory standards – making it easier than ever for healthcare providers to deliver top-quality care to their patients.

We’re on a mission to become a world-leading health-tech pioneer, and we know that we can only achieve this with the help of talented individuals like you. If you’re passionate about improving healthcare outcomes and want to work in a team of like-minded individuals, we invite you to join us on our journey.

So if you’re up for an exciting challenge and want to be part of a team that’s making a real impact, we’d love to hear from you!

Our Values

At Radar Healthcare, we are all proud of our values-led, open, supportive andinclusive culture. It's just as important that anyone joining our friendly team share the same values as us, to ensure we're all on the same page from day one, so we're looking for people who feel aligned to the following:

????Customer focused with a partnership approach

Open, honest and transparent

Innovative

???????? Ethical, trustworthy and caring

Our People & Culture

At Radar Healthcare, we understand and celebrate the fact that our people are our best assets! We are proud to showcase our diverse and passionate talent that encapsulates our vision, purpose and values in our shared mission of innovation in healthcare. We’re an ambitious but caring team, and so supporting our colleagues and partners is always a top priority. Not to mention, we’re not all work and no play – we love getting together to celebrate our achievements together in various settings, whether it be our winter and summer socials, our people-led full company days, team get togethers or simply just interacting and supporting one another over coffee breaks either remotely or in person at our amazing Leeds office.

We're also super proud to be Great Place to Work-Certified, based on outstanding feedback directly from our team earlier this year, with 91% of the team agreeing that they "would strongly endorse my company to friends and family as a great place to work" ????????

The Opportunity

Radar Healthcare's newSupport Analyst

We’re looking for a highly motivated individual who enjoys learning and problem-solving to join our Support Team as a 1st Line Support Analyst.

As the first point of contact for our customers, Support Analysts and are responsible for managing and resolving incoming support queries by phone and email.

Providing a good customer experience at every interaction is key to how we support our customers. This role involves listening to and understanding customers to assist them in using their Radar Healthcare system day-to-day, and identifying issues or bugs that need to be escalated.

Ideal candidates have strong problem-solving skills, excellent communication abilities, and a passion for learning within a fast-paced software support environment

Please note that shifts will cover periods between 8am and 6pm (35hrs/week)

What you’ll be doingto make a difference:

• Provide an excellent customer experience day to day through clear communication, empathy and understanding.
• Log and respond to support queries by phone and email within agreed SLA’s.
• Investigate and problem solve incoming queries and issues.
• Triage and escalate tickets to our 2^nd and 3^rd Line Support teams.
• Work closely with other internal teams to ensure support efforts align with customer implementation and operational goals.
• Contribute to the ongoing development of Radar’s support Knowledge Base, including FAQs, troubleshooting guides, and solution documentation.
• Help identify areas to streamline existing processes and make us more efficient.
• Become an expert in Radar Healthcare through ongoing training and development

Your journey so far...

• Recent graduate with related degree (e.g. Computer Science, Engineering, or a demonstrated interest in software & technology) OR
• Minimum 1–2 years of experience in a technical support or customer service role, ideally within a SaaS or software business.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities, with an ability and desire to learn.
• Demonstrated ability to work collaboratively in a cross-functional environment.
• Comfortable working independently in a fast-paced, remote team setting.
• Familiarity with helpdesk tools (e.g., Freshdesk, Zendesk) and basic understanding of SLAs and support workflows is advantageous.

Even better if you…

• Have familiarity with helpdesk tools (e.g., Freshdesk, Zendesk) and basic understanding of SLAs and support workflows is advantageous.

The Bigger Picture

Whilst we value professional experiences and qualifications, we’re committed to maintaining a culture of growth and development here at Radar Healthcare. We take into account each candidates demonstrable skillset, drive and ethos so even if you don’t feel 100% qualified for the role – we welcome you to connect with us. We’d love to hear from passionate candidates from all backgrounds that align themselves with our company values and are excited to make a difference in healthcare!

What we offer in return...

A competitive salary of between £26,000 dependent on experience

Values-led culture - we’re extremely proud of our culture. Learn more about what makes it special here

Learning & development budget of £1,000 each year to drive your own professional development

Flexible working – We believe in empowering our team to work in a way that suits them best. Whether you’re an early bird or prefer working from home most of the time, we trust you to get the job done around our core hours. We have a base expectation of 1 day per month in the office but outside of this,although we have a fantastic office in the heart of Leeds (complete with a rooftop bar for the summer months), the choice is yours!

️ 25 days holiday (+ bank holidays) continually increasing with service, plus the option to buy up toa week to suit whatever exotic adventures or big life events you have planned for the year ahead

Birthdays off and a surprise through the letterbox - we love to make a song and dance about every year around the sun!

???? Charity leave – giving back is important to us, so we empower all our team members to support charity every year on company time

Mental healthcare - Face to face counselling support, an app, and an Employee Assistance Program and many colleagues trained in mental health first aid

️ Healthcare - Cover with Medicash, you get money back when you spend on health appointments e.g. physio, dental, optician, prescriptions, private GP + more

Life cover – a pay-out of 3x your salary to support your beneficiaries if the worst happened

Compassionate leave of up to 5 days time off if you lose a loved one

Paid sick leave - Enhanced sick pay after 6 months (increasing with service)

Enhanced family leave - Primary caregivers (maternity/adoption); 16 weeks full pay, 10 weeks half pay & secondary caregivers (paternity); 2 weeks full pay and another 2 weeks full pay to take in your new arrivals first year of life (once you have been with us for 1 year)

Pension - We’re invested in your future, we contribute 3% of your salary to your pension pot, helping you save up for those golden years!

Technology – Rest assured, we'll have a laptop all set up and ready for you on your first day. Additionally, in your first week, we’ll conduct a WFH risk assessment to ensure you have everything you need, including a second screen, keyboard, mouse, and any other goodies!

Dog friendly office

Socials – we get together as a full company at least four times per year, plus at least once a quarter in individual teams, too. Not including all the fun activities being planned by our newly formed social committee.

Accessibility

If you require any special considerations or adjustments to our application and interviewing process, please don't hesitate to let us know. We understand and celebrate the fact that every person that we connect with is different and therefore requires different starting points on their journey with us. If you have a medical condition or disability we are committed to ensuring that our process is inclusive and accessible for all, let us know how we can best support you.

Connect with us!

We'd love to hear from you! If this role isn't quite right for you but you feel likeRadar Healthcare could be, click the Connectbutton on our careers site and we'll keep you in the loop of new opportunities as they arise.You can alsofind out more about our mission, values and culture by checking out our various channels:

Listen to Our What the HealthTech podcast

Connect with us on Linkedin

Check out our social media channels including our Instagram takeovers and join us on a day in the life at Radar Healthcare! Get an inside look at our innovative and friendly culture as we share our stories with you.

Discoverwhy Radar Healthcare is a fantastic place to workfrom our very own people on Glassdoor!

Connect with us on our journey and get to know the people who make us shine!