Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the first point of contact for customers, resolving queries efficiently.
- Company: ClearCourse is a tech group providing innovative software and payment solutions.
- Benefits: Enjoy life assurance, private medical cover, 25 days leave, and hybrid working options.
- Why this job: Join a collaborative culture with exciting career opportunities and make a real impact.
- Qualifications: Customer-facing experience, strong computer skills, and excellent communication are essential.
- Other info: Weekend and Bank Holiday work required on a rota basis.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
Company description:
ClearCourse
Job description:
1st Line Support Analyst
Location: Waterlooville, Hampshire
Company: ClearCourse – Swan Retail
Salary: Competitive, plus excellent benefits
Hours: 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 description
We 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 Accountabilities
-
Act as the first point of contact for customers via telephone, email, and ticketing system
-
Learn and develop strong knowledge of Swan Retail’s products and services
-
Troubleshoot and resolve customer issues with efficiency and professionalism
-
Monitor and log incoming emails accurately
-
Maintain clear and accurate customer records at all times
-
Liaise with third parties on support tickets when required
-
Ensure tickets are resolved within agreed SLAs and provide timely updates to customers
-
Carry out initial troubleshooting for hardware-related issues
-
Take responsibility for your own and team ticket queues
Required skills & experience
-
Previous experience in a customer-facing role
-
Strong computer literacy; ideally with experience in retail or software support
-
Excellent organisational and time management skills
-
Ability to prioritise workload in a fast-paced environment
-
Excellent customer service and communication skills (written & verbal)
-
Confident telephone manner with the ability to explain technical issues clearly
-
Attention to detail and ability to multitask
Desired:
-
Previous software support experience
-
Retail sector background
-
IT qualifications and/or SQL knowledge
Benefits
At ClearCourse, we offer:
-
Life Assurance & Income Protection
-
Private Medical cover with cash plan
-
25 days’ annual leave + bank holidays
-
Company Pension
-
Enhanced maternity, paternity & adoption pay
-
Generous training budgets and hybrid working options
-
2 x annual volunteering days
-
Perkbox discounts, including wellbeing support via the Calm app
-
Cycle-to-work scheme
Why 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.
1st Line Support Analyst employer: ClearCourse
Contact Detail:
ClearCourse Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Analyst
✨Tip Number 1
Familiarise yourself with Swan Retail's EPOS systems before your interview. Understanding how these systems work will not only help you answer questions more confidently but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your customer service skills, especially in a technical context. Be prepared to discuss how you've handled difficult customer interactions in the past and how you resolved their issues effectively.
✨Tip Number 3
Showcase your ability to multitask and prioritise by preparing examples from your previous roles. This is crucial for a fast-paced environment like the one at ClearCourse, where you'll need to manage multiple support tickets simultaneously.
✨Tip Number 4
Research ClearCourse's FAIR values and think about how you can embody these in your role as a 1st Line Support Analyst. Being able to align your personal values with the company's will make you a more attractive candidate.
We think you need these skills to ace 1st Line Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a 1st Line Support Analyst. Familiarise yourself with the key accountabilities mentioned in the job description, such as troubleshooting and customer communication.
Tailor Your CV: Customise your CV to highlight relevant experience in customer-facing roles and any technical skills that align with the job requirements. Emphasise your organisational skills and ability to manage multiple tasks effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and technology. Mention specific examples of how you've resolved customer issues in the past and how your skills align with ClearCourse's FAIR values.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at ClearCourse
✨Know the Company Values
Familiarise yourself with ClearCourse's FAIR values: Future-Proofed, Approachable, Integrity, and Responsible. Be prepared to discuss how you embody these values in your work and how they align with your personal ethos.
✨Demonstrate Customer Service Skills
As a 1st Line Support Analyst, you'll be the first point of contact for customers. Prepare examples from your past experiences where you've successfully resolved customer issues, showcasing your excellent communication and problem-solving skills.
✨Technical Knowledge is Key
Brush up on your knowledge of EPOS systems and any relevant software support experience. Be ready to explain technical concepts clearly, as this will demonstrate your ability to communicate effectively with customers who may not be tech-savvy.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your troubleshooting abilities and prioritisation skills. Think of specific situations where you've had to manage multiple tasks or resolve a complex issue under pressure, and be ready to share those stories.
