1st & 2nd Line Customer Support Technician
Reports to: Customer Success Manager
Location: Tavistock, Devon (Hybrid available after successful probation)
Hours: Monday to Friday, 9:00am – 5:00pm (37.5 hours per week)
About Care Control Systems
Care Control Systems Ltd is a fast-growing technology company specialising in the design, development and delivery of market-leading digital care management software. Our customers include Care Homes, Domiciliary Care Agencies and Supported Living organisations across the UK.
Since our founding in 2016, we've continued to grow rapidly through innovation, exceptional customer service and a commitment to improving care through technology. We're proud of our friendly, collaborative culture where everyone's ideas are valued, and we're looking for talented people to help us continue our exciting journey.
The Role
As a 1st & 2nd Line Customer Support Technician, you'll be a key member of our Customer Service team, providing outstanding technical support and helping customers get the very best from the Care Control platform.
You'll act as one of the first points of contact for customer enquiries, diagnosing and resolving technical issues while delivering an exceptional customer experience.
This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment and is passionate about combining technical expertise with excellent customer service.
Key Responsibilities
- Develop expert knowledge of the Care Control software platform.
- Provide 1st and 2nd Line technical support via telephone, email and web chat.
- Diagnose, troubleshoot and resolve software, hardware and system issues efficiently.
- Investigate customer-reported issues, identifying root causes and implementing appropriate solutions.
- Accurately record all customer interactions, investigations and resolutions within the CRM system.
- Escalate complex or unresolved issues to the 3rd Line Technical Support or Development teams, ensuring clear investigation notes and supporting information are provided.
- Work closely with Account Managers to ensure customer concerns, feedback and ongoing issues are communicated effectively.
- Collaborate with internal teams to deliver a seamless customer support experience.
- Share customer feedback and recurring issues with Product and Development teams to support continuous improvement.
- Build strong, trusted relationships with customers through professional, friendly and empathetic communication.
- Meet agreed KPIs and service levels, including response times, resolution times and customer satisfaction.
- Handle confidential customer information in accordance with GDPR and company policies.
- Represent Care Control Systems professionally and positively at all times.
Experience & Qualifications
Essential:
- A confident communicator with excellent listening, verbal and interpersonal skills.
- Strong telephone manner with the ability to build rapport and provide excellent customer service.
- Good troubleshooting and problem-solving skills with the ability to think logically under pressure.
- Experience using CRM or case management systems to accurately record customer interactions and resolutions.
- Well organised with the ability to manage multiple priorities in a fast-paced environment.
- A positive, proactive and resilient attitude with a genuine desire to help customers.
- The ability to explain technical issues clearly to both technical and non-technical users.
- Comfortable working both independently and collaboratively as part of a wider team.
Desirable:
- Previous experience in a customer service, helpdesk or IT support role.
- Experience installing and configuring hardware and software.
- Experience supporting or troubleshooting PCs, laptops, smartphones, tablets, iPads and iPhones.
- Good understanding of Microsoft Office, Microsoft Teams, Quick Assist, TeamViewer and other remote support tools.
- Knowledge of Windows operating systems and common business applications.
- Knowledge of Care Control software or experience working within the health and social care sector.
- Experience working with SaaS or cloud-based software solutions.
- Educated to A-Level standard or equivalent (preferred).
What Success Looks Like
- Delivering outstanding customer satisfaction.
- Resolving the majority of customer issues at 1st or 2nd Line.
- Producing high-quality investigations and well-documented escalations for complex technical issues.
- Building positive, lasting relationships with customers.
- Working collaboratively across Customer Service, Account Management, Technical Support and Development.
- Contributing ideas that improve our products, services and customer experience.
Package
- Competitive salary (dependent on experience)
- 24 days annual leave plus Bank Holidays
- Monday to Friday, 9:00am – 5:00pm (37.5 hours per week)
- Office based in Tavistock with hybrid working available after successful onboarding and completion of probation
- Annual performance-based bonus
- Ongoing training and professional development
- Friendly, supportive and collaborative team culture
- Career progression opportunities within a growing technology company
Pay: £25,000.00-£27,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free parking
- On-site parking
- Sick pay
- Work from home
Application question(s):
- Are you currently based within commuting distance of Tavistock, Devon, or willing to relocate to ensure you can fulfil the hybrid working requirement of a minimum of 3 days per week in the office?
Please note that this role involves a hybrid working model to facilitate team collaboration and engagement. Hybrid working is not available until successful completion of the probationary period.
Experience:
- Customer Desktop IT Support: 1 year (required)
Work Location: Hybrid remote in Tavistock PL19 9DP
