CareLineLive is a cloud-based home care management software that helps home care agencies transition to a paperless workflow. We’re an award-winning, passionate team with a dash of eccentricity, striving to help home care agencies deliver better care.
Our platform supports the rostering, scheduling, and workforce management needs of home care agencies while providing a companion app for carers during their rounds.
Requirements
· Fluent in English, both written and spoken.
· High standard of computer literacy.
· Excellent customer service skills with a professional and friendly manner.
· Ability to think logically and pragmatically when solving problems.
· Self-motivated with the ability to work independently when required.
· Strong numeracy and writing skills.
· Competency in creating clear, easy-to-follow instructions.
Recommended Experience
· Supporting users of a SaaS product
· Onboarding and training customers, both remotely and on-site.
· Creating help desk content.
· Familiarity with support tools such as Intercom, Jira and HubSpot.
The Role
We are looking for a Customer Software Support Assistant with a passion for helping customers get the most out of our software. In this role, you’ll be the first point of contact for customer queries, ensuring a smooth experience while using our platform.
Key Responsibilities:
· Provide high-level customer support via telephone and email.
· Guide customers through queries and help them maximise the value of our software.
· Onboard new customers to the platform, ensuring a smooth transition.
· Analyse customer feedback to help shape future product improvements.
· Collaborate with other departments to resolve complex issues and enhance the customer experience.
· Contribute to our user guide and support articles to keep content up-to-date and helpful.
What we are looking for:
- Honest, hardworking, and proactive problem solver.
- Ability to multitask and work independently.
- Strong communication skills, with a willingness to learn and grow in a dynamic industry.
- Patient and empathetic approach when handling customer interactions.
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