IT Support Analyst Job at ClearCourse
Do you have natural problem solving skills?
Are you the household tech support?
Have you always been passionate about computers?
If the answer to all those questions is a yes then the IT Support Analyst role that we have open could be the chance to kick start your career in IT and grow in a team that would support your development.
About Swan Retail
At Swan Retail, we have more than 25 years’ experience in the retail software industry, developing and delivering retail applications for hundreds of businesses. We are part of a bigger company ClearCourse, which has offices all around the UK. This means that you have plenty of opportunities to progress your career or relocate. You could see yourself progressing into senior IT roles or branching out to other roles within the business such as Business Development, Consultancy roles, etc. depending on your passion, the sky is your limit at ClearCourse.
The IT Support Analyst role is the first point of contact for customers. You will be ensuring that tickets are logged and dealt with in timely manner, maintaining records of customer contact and communicating with customer in a professional and friendly manner.
You’ll sit within a team of 12. The team members are a mix of 1st line and 2nd Line Support Analysts, a Supervisor, a Team leader, and a Customer Support Manager. This means you’ll have plenty of support and people nearby that you can ask for help.
This role is 37.5 hours a week and is based in our office in Waterlooville, office hours are between 8.30am – 5.30pm, Monday to Friday. There is a requirement for occasional out of hours remote work from home and weekend support will be required on a 1 in 4 rota basis once probationary period has been successfully passed.
As part of ClearCourse, you will have access to the following competitive benefits package that includes life assurance, private medical cover, income protection, company pension and 25 days annual leave, as well as additional flexible benefits to suit your lifestyle and enhance your well-being.
Requirements:
- To learn and understand the Company’s products and services
- To be the customers’ main point of contact within the Company, answering the phone, logging tickets and monitoring emails
- To develop a knowledge and understanding of the customers
- To field customer enquiries to the relevant department
- To liaise with different departments within the company
- To report any concerns about a customer to team leader or manager
- To maintain accurate records of all customer contact
- To help within other departments when required
- To liaise with 3rd parties
- To ensure all tickets are dealt with within our SLAs
- To provide timely, informative, and professional updates to customers
- Good communication skills
- Professional and friendly telephone manner
- Excellent customer service skills
- Personable and Proactive
- Ability to multi-task
- Flexible to the needs of the department / organisation
- Positive and Proactive attitude
- Hard working and organised
- Reliable and trustworthy
- Self-motivated, team player
- Able to take instruction and feedback positively
- Be a positive role model for junior team members
Why ClearCourse?
We're a rapidly growing collaborative of disruptive technology innovators, working together to build a brilliant software and payments business.
Since our inception in 2018, we’ve acquired software and services companies at a rate of more than one a month, so as a ClearCourse employee you’ll benefit from the feel of a pioneering start-up environment, with the opportunity to work with significant assets during an exciting phase of our evolution.
Our FAIR™ Corporate Values
Future-proof: We seek out innovation and we continually strive for progress
Approachability: We’re approachable and we communicate with respect and empathy
Integrity: We will only do what we believe to be the right thing
Responsibility: We are accountable for ourselves, our organisation and the world around us
At ClearCourse we are committed to an inclusive culture and are keen to attract diverse individuals who thrive in a flexible working environment. If you have a disability or need any reasonable adjustments during the application and interview stages, please let us know.
Across our whole business, we’re investing in our people, expanding our expertise and developing our vision. Want to get on board? We’d love to speak with you.
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