Job Description

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 within HealthTech 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 Henry@ecsgrp.co.uk or call 01676 545 393 for more information.