Describe a typical day in your role as a Customer Support Technician
I’m always here to help our customers, whether they want to understand a feature, need advice getting set up, or simply because something just isn’t working. I also take customers through our onboarding process, guiding them through all of CareLineLive’s capabilities and helping to get the most out of the software.
What did your previous role involve?
After university, I spent some time working as an escape room host, briefing teams on our games and giving them the hints they need throughout.
Why did you join CareLineLive?
I was hooked the moment I came across this role. It provided a good balance of using my computing skills from university, as well as interacting with and helping customers, which I had been doing for so long in the escape rooms. It also felt like a great opportunity to help carers – I know how hard they work, and it’s rewarding to know I’m part of a team that can take a little bit of weight off their shoulders.
Best part of the job?
I love getting to the source of a difficult problem – investigating and gathering all the evidence I need to figure out why something isn’t working or what’s going wrong, it’s incredibly satisfying!
Most challenging part of the job?
It’s challenging when we encounter bugs. Of course, bugs are inevitable in an all-in-one software like CareLineLive, but we do our best to solve these as quickly as possible and give our customers workarounds where possible.
What do you most enjoy about working at CareLineLive?
The team really makes this job stand out over anything I’ve had in the past, even on difficult days. It’s great to be surrounded by such a fun, knowledgeable, and helpful group of people.
What is something that people in home care have to deal with that you want to help fix?
If we can help carers spend less time worrying about admin and paperwork by streamlining these processes within CareLineLive, carers can spend more time focusing on providing care to their clients. I want to help our customers get the most out of the software, hopefully making their day-to-day easier in the process.
Surprising or a fun fact about you
I spend my free time body-slamming, suplexing, and flipping off the top rope! I’ve been training as a pro-wrestler for some time now, most of my weekends are spent in the ring. The enjoyment of wrestling is definitely worth occasionally limping into the office on a Monday morning! I don’t have a photo of me wrestling, so here’s one of me enjoying my other passion!
