At ClearCare, we develop innovative software that helps organisations across the children's care sector work more efficiently and deliver better outcomes.
Our cloud-based management platform supports the day-to-day operations of care providers, helping them manage important information, streamline processes and focus on what matters most.
We're looking for a curious, enthusiastic and solutions-focused Technical Support Specialist to join our team.
Whether you're starting your career, looking to move into technology or already have experience in a support role, this could be a great opportunity to develop your skills and build your career in the software industry.
Previous experience in IT or software support would be advantageous, but it's not essential.
We're equally interested in people who can demonstrate strong problem-solving skills, a willingness to learn and a genuine interest in technology.
The Role
As part of our Support team, you'll be one of the first points of contact for customers using our software, helping them resolve technical issues, answer questions and get the most from our platform.
You'll need to enjoy solving problems, be comfortable communicating with people and have a logical approach to finding solutions.
We don't expect you to know everything from day one. You'll receive full training on our software, ongoing support from experienced colleagues and opportunities to develop your skills as you grow into the role.
What You'll Be Doing
- Responding to customer enquiries and technical support requests via phone, email and our online support portal.
- Investigating and troubleshooting software issues, identifying solutions and escalating more complex problems when needed.
- Taking ownership of customer queries, keeping customers informed and ensuring issues are resolved effectively.
- Working collaboratively with colleagues across the Support and wider technical teams to resolve problems.
- Accurately recording and managing support tickets, ensuring response times and service standards are met.
- Developing your understanding of our software and sharing knowledge with colleagues and customers.
- Contributing ideas to improve our support processes, documentation and overall customer experience.
What We're Looking For
We're interested in finding someone with the right attitude, ability and potential to succeed.
You’ll ideally bring:
- Strong problem-solving skills and a logical, analytical approach to challenges.
- An interest in technology, software and understanding how things work.
- Good communication skills, with the ability to explain information clearly and patiently.
- A customer-focused approach and an interest in helping others.
- Attention to detail and the ability to organise and prioritise your work.
- A willingness to ask questions, learn from others and take responsibility for your work.
- A collaborative approach and the ability to work effectively as part of a team.
Experience and qualifications that would be advantageous, but are not essential:
- Previous experience in IT support, software support, a service desk or another customer-facing role.
- Familiarity with ticketing systems, CRM platforms or business software.
- An understanding of SaaS products or cloud-based technology.
We recognise that relevant skills can be developed through education, employment, personal projects or independent learning. We're interested in what you can bring to the role, regardless of your career path so far.
Why Join ClearCare?
This is an opportunity to develop your career in a software business where you'll be supported to learn, contribute ideas and take on more responsibility as your skills develop.
You'll benefit from:
- Full training on our software and support processes.
- Ongoing guidance and development from experienced colleagues.
- Opportunities to develop technical, customer service and problem-solving skills.
- Exposure to different areas of a SaaS technology business.
- A collaborative and supportive working environment.
- The opportunity to work with technology that makes a meaningful difference to organisations supporting children and young people.
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