1st Line Implementation Support

Company description:

ClearCourse

Job description:

1st Line Implementation Support - Full-Time, Office-Based Role in Waterlooville

Location: Waterlooville (Office-Based, No Hybrid or Remote Working)
Company: ClearCourse (Swan Retail)
Hours: Full-Time - 37.5 hours per week (Includes Weekend and Bank Holiday Rotas)

Are you an IT-savvy professional with strong customer service skills? Do you thrive in a fast-paced environment where you can troubleshoot technical issues and support customers? If so, we have the perfect role for you!

At ClearCourse, we’re a market-leading technology company, and we’re looking for a 1st Line Implementation Support specialist to join our team, working on our Swan Retail product. Based full-time in our Waterlooville office, this role is ideal for those who enjoy problem-solving, IT support, and providing excellent customer service.

What You’ll Be Doing:

• Technical Support: Act as the first point of escalation within our implementation team, resolving issues related to our bespoke EPOS systems and hardware.
• Ticket Management: Monitor, manage, and resolve incoming support tickets efficiently, ensuring SLAs are met.
• Customer Interaction: Provide professional, timely updates to customers and maintain accurate contact records.
• Collaboration: Work closely with implementation, support, and 3rd-party providers to resolve technical issues.
• Troubleshooting: Carry out basic hardware and network troubleshooting, including managing access to hosted servers.
• Ownership & Responsibility: Take initiative in resolving customer queries and ensuring issues are handled effectively.

What We’re Looking For:

• Technical Background: Experience working with IT systems, preferably in a retail setting.
• Customer Service Skills: Strong communication and a helpful, solution-focused approach.
• Problem-Solving Ability: Confident troubleshooting hardware, software, and network issues.
• Organisational Skills: Ability to prioritise tasks and work efficiently under pressure.
• Team Player: Willingness to collaborate and contribute to the success of the team.
• Flexibility: Ability to work weekends and Bank Holidays as part of a rota.

Desirable Skills & Experience:

• IT Support Experience: Previous work in an IT support role is an advantage.
• SQL Knowledge: Experience with SQL is beneficial but not essential.
• Retail Exposure: Familiarity with EPOS systems and retail environments is a plus.

Why Join Us?

• Career Growth - A fantastic opportunity to expand your IT and customer service skills.
• Office-Based Role - Work in our Waterlooville office with a collaborative team.
• Hands-On Experience - Get involved in real-world problem-solving with cutting-edge retail technology.
• Supportive Team Culture - Join a friendly, proactive team that values your contributions

Benefits

• Life Assurance and Group Income Protection
• Private medical cover with cash plan
• Enhanced Company Pension
• Hybrid-working model with 25 days annual leave + your birthday off
• Employee wellbeing perks - including Peppy Health, Perkbox, etc...
• Enhanced maternity, paternity and adoption pay
• Generous training budgets and reimbursement for professional memberships

Ready to Apply?
If you have a passion for IT, problem-solving, and delivering great customer service, we’d love to hear from you!