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.