What does a Customer Support Technician do at CareLineLive?
Like everything in business, your subscription to CareLineLive is an investment. My role is to help you maximise the return on your investment. From clever little tricks that save you time to the core features you rely on every day, I’m here to make sure you have the best possible experience with CareLineLive. From the moment you join, we take the time to get to know you and your business, supporting you at every step of the way. That starts with three onboarding sessions – dedicated time with a member of our support and onboarding team to get CareLineLive working for you and to build your confidence using it. After that, we’re the familiar voice on the other end of the phone and the friendly reply to your support tickets. And, as anyone who I’ve spoken with already knows, we’re always happy to help, no matter how small (or big) the question or challenge.
Describe a typical day in your role
It’s a bit like a box of chocolates, you never know what you’re going to get.
Although my day revolves around tickets, calls and onboarding sessions, the content changes drastically every minute. I prefer it that way though, it makes for a more engaging work schedule.
What did you do in your previous role?
During and after graduating with First Class Honours in BSc Computer Science from a Russell Group university, I spent over half a decade as a full-stack software developer. Although I worked in the cryptocurrency, web design and e-commerce spaces, most of my focus was on the team coaching space, where I built a web application in React.js used by executive and business teams at some of the top UK companies.
Why did you join CareLineLive?
While I loved the technical side of my work, I had some experience in technical support and wanted to grow my skills on the people side too. As a Customer Support Technician, I get the best of both worlds, using my technical knowledge to understand the system while building real connections with customers. My university dissertation was in design thinking too, so understanding users’ needs and enhancing their experience has always been a passion of mine. I’ve just made a real impact on a real business. It’s also really nice to know how invested and passionate not only we are, but our customers are too.
Best part of the job?
Most issues are resolved quickly. However, the most satisfying part of the job is when we finally breakthrough those longer-lasting issues and hearing that sigh of relief over the phone. There’s something so rewarding about knowing you’ve just made a real impact on a real business. It’s also really nice to know how invested and passionate not only we are, but our customers are too.
Most challenging part of the job?
An all-in-one system is incredibly convenient for our customers, but the more features you offer, the more potential arises for issues, especially in platforms like ours which constantly evolve. While problems are infrequent, they’re inevitable in any software platform. When an issue does pop up, we make sure to replicate and report it as soon as we can so that our development team can resolve it. That said, technical issues can still be challenging to manage and work around in the moment.
What do you most enjoy about working at CareLineLive?
Coming from the team coaching space, I really value being a part of a passionate and supportive team. In my interview, Sarah reassured me that the team here are close knit. As a new starter, I was understandably a little sceptical. Yet, I now see exactly what she meant. Even on the tough days, it’s refreshing to be part of such a candid, knowledgeable, welcoming and fun team where everyone genuinely cares, often going the extra mile to make sure things are done right and always making time for each other (even when they’re super busy too). I’m very fortunate to be part of such a caring team.
What is something that people in home care have to deal with that you want to help fix?
My nan had a bleed on the brain in 2023 and we saw how hard those carers worked to care for her every day. I also have some friends in the homecare industry, and I see how hard they work too. I wouldn’t have chosen to work for CareLineLive if I didn’t genuinely believe we could help take off some of the pressure lingering on people like them, day-in and day-out.
Surprising or a fun fact about you
I’ve played tennis for 11 years now. While I lived in Cardiff, I even reached the top 5000 in the UK and reached the consolation finals for the whole of South Wales with my tennis partner, Ali. Although I don’t really compete anymore, I still play a few times every week in the local park with my friend, Owain.
