1st Line Support Analyst

Career Level:  11S Intermediate
Posting Date:  9 Jul 2024

The 1st Line Support Analyst role is an essential role towards contributing towards excellent service and support to our customer base. You will be the first point of contact for our customers, via the telephone, emails and tickets, and resolve issues relating to our EPOS System with efficiency and professionalism. 

The roles requires you to be a team player first and foremost; able and willing to take responsibility to see the ticket through to resolution.  Able to build relations with your teammates and customers alike, a confident telephone manner and helpful disposition, along with a can-do attitude are all essential.

This role is based full time in our Waterlooville office and there is a requirement to work weekends and evenings on a rota basis.


About ClearCourse 

ClearCourse Group is a rapidly growing group of businesses offering brilliant software and payments solutions. We have 40 brands located across the UK and internationally, with two primary UK ClearCourse hubs, in which multiple brands are located in Belfast, London and Preston. Working better together is central to everything we do, each time we add a new business we’re adding new ideas and innovation. Our mission is to help our customers build great businesses with our industry-specific software and embedded payments solutions. 

Key Accountabilities:

    • Be the first point of contact for our customers
    • Learn and understand the Company’s products and services
    • Resolve customer issues with efficiency and professionalism
    • Monitor, log and file incoming emails efficiently and accurately
    • Maintain accurate records of customer contact at all times
    • To develop a knowledge and understanding of the customers
    • To be a point of liaison for 3rd party tickets
    • To report any concerns about a customer to a team leader or manager
    • Ensure tickets are dealt with within our SLAs
    • Provide timely, informative, and professional updates to customers
    • Ad-hoc tasks as directed by management
    • Carry out initial trouble shooting for hardware issues


Required skills and Experience

  • Previous experience in a customer facing role.
  • Experience and a working knowledge of using computers, preferably in a retail setting.
  • Excellent organisational and time management skills.
  • Ability to prioritise own workload.
  • Ability to work in fast paced environment with changing priorities
  • Excellent customer services skills.

Required behaviours & attributes

  • Strong interpersonal skills and empathy with other.
  • Ability to maintain a pleasant and cheerful manner and calm disposition in challenging situations.
  • Excellent communication skills, written and verbal.
  • Focused, pro-active and self-motivated with a desire to learn.
  • Tenacity to see resolve issues satisfactorily.
  • Reliable, trustworthy and discrete, particularly when dealing with sensitive customer data.
  • Based in Waterlooville
  • 37.5 hours a week, between 9am and midnight
  • Weekends working on a rota basis



We offer:

  • 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


If you want to be a part of a fast-growing PE-backed organisation - APPLY now!