Customer Success Analyst

RIVIAM Digital Care Limited; Bath; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare technology company located in Bath is looking for a Customer Support Analyst to provide high-quality assistance to customers. This role focuses on troubleshooting technical issues, maintaining strong customer relationships, and ensuring product satisfaction. Ideal candidates will have a degree level qualification and demonstrate strong communication and problem-solving skills, along with some experience in customer support. The position offers an opportunity to be part of a dynamic team in a meaningful industry.

Qualifications

• Candidate must have a degree level qualification or equivalent.
• Ideal for candidates demonstrating strong communication and problem-solving skills.

Responsibilities

• Help customers achieve desired outcomes using the services.
• Provide comprehensive support via phone, online, and email.
• Troubleshoot and resolve customer issues related to services.
• Document and track customer interactions in the CRM system.
• Contribute to the improvement of customer support processes.
• Maintain product knowledge and stay updated on system enhancements.

Skills

Strong technical aptitude

Excellent verbal and written communication skills

Strong interpersonal communication skills

Ability to work independently and as part of a team

Proficiency in customer support software and tools

Ability to handle multiple tasks and prioritise effectively

Experience with healthcare IT systems and terminology

Knowledge of remote support tools and technologies

Product testing experience

Education

Degree level qualification or equivalent

Tools

Zoho Desk

JIRA

Job description

Contract

Full time, permanent, office-based position

Location

Bath, UK

Reports to

Lynsay Redwood, Customer Success Manager and Christine Targett, Operations Director

About RIVIAM

RIVIAM is passionate about improving people’s lives by providing a secure cloud platformand services for health and social care organisations to collaborate and co‑ordinatecare. Our technology connects with existing NHS computer systems and clinicalrecords whilst enabling new care services. With RIVIAM, our customers can createefficiencies and deliver joined‑up care using integrated information.

Transforming health and social care

Our business is about improving lives through the transformation of services and delivery ofdigital technology that integrates health and social care. As part of our engagement withcustomers, we seek to understand their business operations and work with them to createnew ways of operating that change the way people work and services are delivered.

Role specification

We are looking for Customer Support Analyst who will be responsible for delivering high‑quality assistance to customers, ensuring smooth adoption and usage of our products and services. This role involves troubleshooting technical issues, providing guidance, and maintaining strong customer relationships to drive satisfaction and success.

Responsibilities

• Help customers achieve their desired outcomes using RIVIAM’s services.
• Provide comprehensive support to customers via phone, online and email.
• Troubleshoot and resolve customer issues related to RIVIAM’s services.
• Accurately document and track customer interactions and resolutions in our CRM system.
• Escalate complex issues to higher‑level support as needed.
• Contribute to the development and improvement of our customer support processes.
• Maintain a high level of product knowledge and stay updated on system enhancements.
• Undertake product testing, ensuring quality standards with a strong attention to detail.
• Participate in ongoing training and development to enhance skills.

Qualifications

• Must have degree level qualification or equivalent.

Desired experience

• Ideal for candidates with limited experience who demonstrate strong communication, problem‑solving skills, and attention to detail.
• Previous experience in a customer support role, preferably in the healthcare or technology industry, is desirable.

Desired skills

• Strong technical aptitude and ability to troubleshoot technical issues and problem solve.
• Excellent verbal and written communication skills.
• Strong interpersonal communication skills.
• Ability to work independently and as part of a team.
• Proficiency in relevant customer support software and tools (e.g. Zoho Desk, JIRA)..
• Ability to handle multiple tasks and prioritise effectively.
• Experience with healthcare IT systems and terminology.
• Knowledge of remote support tools and technologies.
• Product testing experience.

Location

RIVIAM's office is in the centre of Bath where this role is based.

Contact

If you’re interested in the role, please get in touch with Lynsay Redwood at [e-mail]. To apply, send your CV and cover letter to the same email address, or apply via LinkedIn. If applying via LinkedIn, please upload a single document that includes both your CV and a cover letter.