Customer Support Advisor

We're recruiting for a fast-growing healthcare software company based in Manchester, looking to appoint a Customer Support Advisor to join their Service Desk team.

This role is the first point of contact for customers, supporting users via a customer portal and phone, logging and managing incidents, troubleshooting basic technical issues, and escalating more complex cases to 2nd Line/Customer Success teams.

Key Responsibilities:

• Act as first-line support for customer queries
• Log and manage incidents via a ticketing system
• Diagnose and resolve basic software/app issues
• Escalate high-priority or complex cases appropriately
• Liaise with internal Product & Development teams
• Perform basic cloud-based technical tasks

What We're Looking For:

• 1-2 years' experience in a Service Desk / IT Helpdesk / Customer Support role
• Strong communication skills (verbal & written)
• Basic technical troubleshooting ability
• Experience using ticketing systems (e.g. Zendesk, Freshdesk)
• Highly organised with a customer-focused mindset
• Willingness to travel to GP practices if required

Desirable:

• Experience with in Health Tech or SaaS
• CRM/helpdesk system knowledge
• Remote support tool experience
• Understanding of GDPR

If you're passionate about delivering excellent customer service in a tech-driven environment and want to grow within a forward-thinking organisation, apply today.

Further information available upon application.
Please contact (url removed) or call (phone number removed) for more information.

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.