1St Line Support Analyst

Location : Waterlooville, HampshireCompany : ClearCourse – Swan RetailSalary : Competitive, plus excellent benefitsHours : 37.5 hours per week (rota includes weekends & Bank Holidays)ClearCourse is a UK-based technology group that provides innovative software and integrated payments solutions.

Through our portfolio of specialist platforms, we help businesses in multiple sectors streamline operations, deliver better customer experiences, and unlock growth.Swan Retail, part of ClearCourse, specialises in bespoke EPOS systems designed for retailers of all sizes.

By combining sector expertise with our group-wide capabilities, we deliver solutions that are future-proof, customer-focused, and fully supported.At ClearCourse, we live by our FAIR values – Future-Proofed, Approachable, Integrity, Responsible – and we're committed to creating a brilliant business with the best products and people.Role descriptionWe are looking for a 1st Line Support Analyst to join our Support team in Waterlooville.

This role is the first point of contact for our customers, ensuring that queries are resolved quickly, efficiently, and professionally.

You'll be working with our bespoke EPOS systems, taking ownership of support tickets, troubleshooting issues, and delivering an excellent customer experience.This is a full-time, office-based role that will require weekend and Bank Holiday work on a rota basis.Key AccountabilitiesAct as the first point of contact for customers via telephone, email, and ticketing systemLearn and develop strong knowledge of Swan Retail's products and servicesTroubleshoot and resolve customer issues with efficiency and professionalismMonitor and log incoming emails accuratelyMaintain clear and accurate customer records at all timesLiaise with third parties on support tickets when requiredEnsure tickets are resolved within agreed SLAs and provide timely updates to customersCarry out initial troubleshooting for hardware-related issuesTake responsibility for your own and team ticket queuesRequired Skills & ExperiencePrevious experience in a customer-facing roleStrong computer literacy; ideally with experience in retail or software supportExcellent organisational and time management skillsAbility to prioritise workload in a fast-paced environmentExcellent customer service and communication skills (written & verbal)Confident telephone manner with the ability to explain technical issues clearlyAttention to detail and ability to multitaskDesiredPrevious software support experienceRetail sector backgroundIT qualifications and / or SQL knowledgeBenefitsAt ClearCourse, we offer : Life Assurance & Income ProtectionPrivate Medical cover with cash plan25 days' annual leave + bank holidaysCompany PensionEnhanced maternity, paternity & adoption payGenerous training budgets and hybrid working options2 x annual volunteering daysPerkbox discounts, including wellbeing support via the Calm appCycle-to-work schemeWhy join us?

By joining ClearCourse, you'll be part of a growing group of tech companies working together to create brilliant software and payments solutions.

You'll benefit from a collaborative culture, exciting career opportunities, and the chance to make a real impact for our customers.

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