Position: Application Support

Suitable for: Technical Support Specialists, Application Support Analysts, Customer Success Specialists, Product Support Engineers, Service Desk Analysts, Implementation Support Specialists
Location: London (King’s Cross) — 4 days per week on-site + occasional client travel – Ideal candidate must live in London Zones 1–6, OR be able to commute in ≤45–50 minutes each way.

Salary: £45,000 ( for 32 hours)

 

Please note that unfortunately, our client is unable to offer sponsorship

 

About the Role:

We are looking for a technically curious and people focused Application Support professional to join our Delivery and Client Services function. This role centres around providing high quality Application Support to clinicians and practice teams, troubleshooting complex issues, interpreting data logic and ensuring users get maximum value from the platform.

This is not a traditional service desk role. You will become a subject matter expert, analysing workflows, investigating system behaviour, guiding users through detailed configurations and contributing insights that influence ongoing platform improvements. If you enjoy problem solving and thrive in a busy, mission driven environment, Application Support could be a great fit.

 

Skills and Experience:

Essential

• 2+ years in Application Support, product support, technical support, customer operations or a similar troubleshooting focused role
• Strong analytical skills and curiosity about system behaviour
• Ability to simplify complex logic for non-technical users
• Excellent written and verbal communication skills
• Comfortable using helpdesk tools such as Zendesk, Intercom or Salesforce
• Calm, organised and able to manage multiple priorities
• Empathetic and confident working with users at all levels including senior clinicians

 

Desirable

• Experience in healthcare, primary care, NHS services or medical data environments

 

Role and responsibilities:

User Support and Technical Investigation

• Act as the first line specialist for complex Application Support queries such as workflow issues, reports, data logic and system behaviour
• Replicate, analyse and diagnose issues using your growing expertise
• Communicate technical detail clearly and effectively to all users

Issue Management and Collaboration

• Take ownership of escalations and work closely with Product, Engineering and Implementation teams
• Document issues thoroughly and support smooth resolution processes

User Relationships and Product Expertise

• Build trusted relationships by understanding user workflows and operational pressures
• Help practices fully utilise and optimise the platform

Training and Enablement

• Deliver remote or in person training sessions tailored to different user groups

Go Live Support

• Provide on-site support during customer go lives, assisting teams as they adopt the platform in real time

Continuous Improvement

• Share insights to improve support processes and documentation
• Stay up to date with feature releases and platform changes

 

Working Pattern:

• On-site in King’s Cross, London three days per week
• Full time role
• 4 x 8-hour shifts per week Monday to Friday
• Covering 1 early shift and 1 late shift each week on average depending on team size
• Weekend cover will be introduced in the future
• Weekend shifts will rotate across the team with one of the four weekly shifts expected to fall on a weekend approximately once per month
• Occasional travel required for customer go lives with additional compensation provided

Current rota for Product Specialists:

Day	Shifts
Mon–Thu	Two-shift pattern: – 07:30–15:30 (early) – 10:30–18:30 (late)
Friday	Single shift: 08:00–16:00

 

Full job description is available on request

To apply:  Please follow the online application process and upload your CV, in Word format

Please note: You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship).  Due to large numbers of applications, unfortunately we cannot provide detailed feedback to everyone, however, if you wish to find out how your application is progressing, please call or e-mail the office and someone will help you / get back to you.