Position: Product Support & Training Specialist – healthcare software

Suitable for:  The role would suit one of three type of profiles:

• Someone currently supporting complex software for external customers to a 1st / 2nd line level – doesn’t need to be healthcare software
• Someone who is a user of healthcare software looking for a career move into healthtech.  You may be working in a GP surgery for example and have trained users on software, knows about NHS compliance/regulation and understands general practice workflow
• Someone who has the soft skills (see below) and wants to work for a tech scale-up

All in cases, you must be able to pick things up quickly, have a logical mindset for problem solving, be resilient, confident, hard working and ability to work in a fast-paced environment

Of particular interest is anyone with pharmacy software, vet or dental practice management software.

Location: London (King’s Cross) – 4 days per week on-site + 1 day (Friday) WFH. Occasional client travel – Ideal candidate must live in London Zones 1–6, OR be able to commute in 45–50 minutes each way.

Salary: £45k – £60k DOE

Sponsorship: sorry our client is unable to offer sponsorship

 

About the Role:

 

Our client is looking for a technically curious, customer-focused Application Support / Product Specialist to join a dynamic HealthTech scale-up

This is not a traditional service desk role. You will become a product and workflow expert, supporting customers with software queries, analysing system behaviour, interpreting data logic and helping users get maximum value from the platform.  The role will also include customer training over time.

The role suits someone who has a minimum of 3 years experience, is comfortable working in a fast-paced, non-structured environment, and enjoys problem solving in situations where documentation, processes and tooling are still evolving.

This is a mission-driven business, and the successful candidate will be genuinely motivated by the impact HealthTech can have on healthcare delivery.

Skills and Experience:

 

Essential

• 3+ years’ experience in one of the profiles above
• Ability to own and solve technical problems up to a second line level
• Comfortable operating in ambiguous, fast-moving environments
• Strong analytical skills and curiosity about system behaviour and data logic
• Ability to explain complex technical concepts clearly to non-technical users
• Excellent written and verbal communication skills
• Confident using support tools such as Zendesk, Intercom, Salesforce or similar
• Calm, organised and able to juggle multiple priorities
• Empathetic and confident working directly with customers

 

Role and responsibilities:

 

User Support and Technical Investigation

• Act as the first line support specialist for software 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

 

Values and Mindset

We’re looking for someone who is:

• Confident and self-assured, resilient, hard working and career oriented
• Motivated by the power of HealthTech and its real-world impact
• Mission-driven and proud to support healthcare professionals
• A critical thinker and strong problem solver
• Comfortable learning quickly and adapting as the product evolves
• Energised by pace, ownership and being part of a scaling business

 

Working Pattern:

• On-site in King’s Cross, London four days per week and one day working from home
• Full time role
• 5 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.