Career Level: 10 Entry

Posting Date: 26 Aug 2025

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.