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:
1. Technical Support: Act as the first point of escalation within our implementation team, resolving issues related to our bespoke EPOS systems and hardware.
2. Ticket Management: Monitor, manage, and resolve incoming support tickets efficiently, ensuring SLAs are met.
3. Customer Interaction: Provide professional, timely updates to customers and maintain accurate contact records.
4. Collaboration: Work closely with implementation, support, and 3rd-party providers to resolve technical issues.
5. Troubleshooting: Carry out basic hardware and network troubleshooting, including managing access to hosted servers.
6. Ownership & Responsibility: Take initiative in resolving customer queries and ensuring issues are handled effectively.
What We’re Looking For:
1. Technical Background: Experience working with IT systems, preferably in a retail setting.
2. Customer Service Skills: Strong communication and a helpful, solution-focused approach.
3. Problem-Solving Ability: Confident troubleshooting hardware, software, and network issues.
4. Organisational Skills: Ability to prioritise tasks and work efficiently under pressure.
5. Team Player: Willingness to collaborate and contribute to the success of the team.
6. Flexibility: Ability to work weekends and Bank Holidays as part of a rota.
7. IT Support Experience: Previous work in an IT support role is an advantage.
8. SQL Knowledge: Experience with SQL is beneficial but not essential.
9. Retail Exposure: Familiarity with EPOS systems and retail environments is a plus.
Why Join Us?
1. Career Growth – A fantastic opportunity to expand your IT and customer service skills.
2. Office-Based Role – Work in our Waterlooville office with a collaborative team.
3. Hands-On Experience – Get involved in real-world problem-solving with cutting-edge retail technology.
4. Supportive Team Culture – Join a friendly, proactive team that values your contributions.
5. Life Assurance and Group Income Protection.
6. Private medical cover with cash plan.
7. Enhanced Company Pension.
8. Hybrid-working model with 25 days annual leave + your birthday off.
9. Enhanced maternity, paternity and adoption pay.
10. 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!
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