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