Service Support Advisor

Closing Date
Fri, 31 Jul 2020

View and Apply

By clicking ‘View and Apply’, you will be taken to our 3rd party service, from which you will be able to register and apply for the role.


East Kilbride, Glasgow


Dependent on Experience

This is a challenging and rewarding opportunity which will place you at the forefront of communication and problem solving with calm our customers. if you are naturally inquisitive, customer service focused and have the ability to remain calm under pressure then we want to hear from you.

To deliver product related functional and technical support, ensuring the needs of our customers are not only met, but exceeded

Please note – this role works on a rota base and maybe subject to a DBS and/or security checks

Key responsibilities:

  • Provide first-class Support to our customers either via telephone or e-mail queries
  • Actively work with the wider support team to ensure all customer queries are resolved within a timely manner
  • Help customers achieve their goals by using Ideagen solutions to their full potential
  • Provide technical and end user support for technologies related to our products (SQL, .NET, IIS, etc)
  • Engage with customers via our Customer Portal and social media platforms
  • Produce collateral for use on our websites, such as self-help articles, help videos and blog posts
  • Take ownership over issues, proactive tasks and projects and see them through to completion
  • Resolve cases using knowledge gained through product training, support documentation and personal knowledge
  • Work closely with our design, development and test teams (further expanding your skillset) for support issues, project work and proactive assignment
  • Ensure clear communication at all times with customers, including progress updates on outstanding issues
  • Meticulous record keeping

To be considered for this role, you must have:


  • Previous work experience within a customer support environment
  • Knowledge of Microsoft Windows and the differences between operating systems
  • Excellent verbal and written communication skills
  • Strong problem-solving skills with the ability to explain complex solutions using suitable and understandable terms
  • A passionate and enthusiastic approach to helping customers and delivering technical support
  • Excellent organisational skills and can manage your own workload, where priorities may change through the day
  • Have a Can-do attitude and extra mile approach to your work.


  • Experience within a technical/ software industry
  • An understanding of relational database management systems (e.g. SQL Server)
  • A basic understanding of network architecture
  • Installation, configuration and use of Apple iPad apps
  • Awareness of GDPR
  • Experience with clinical communication systems (e.g. MIRTH, HL7, PAS)

What's in it for you?

While we take our work and deliverables seriously, we have a relaxed working environment and we want our people to be rewarded for their hard work. We offer benefits such as; 34 days’ holidays (inclusive of bank holidays), Enhanced Maternity and Paternity Pay, Contributory Pension Scheme, Free On-site Parking, Private Medical Insurance and many more!

Who are Ideagen?

If you’ve ever flown in a plane, been in hospital, or even given blood, there’s a good chance we’ve helped keep you safe. For nearly a quarter of a century, we’ve been providing software solutions to thousands of customers such as the UK NHS, Virgin, PwC, Emirates, Heineken and even Harvard University. We’re not a large faceless corporation, but we’re not a fly-by-night dot com company either. With more than 550 employees in multiple locations across the UK, USA, Dubai, Malaysia and Bulgaria – not including our global Partner Network – we’re one of the most exciting and fastest growing software companies in the world.

View and Apply

By clicking ‘View and Apply’, you will be taken to our 3rd party service, from which you will be able to register and apply for the role.

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