Customer Technical Support

First Line Support Manager - Canary Care

Role: Customer Technical Support
Salary: up to £33,000 and a discretionary bonus  
Location: Winchester with a minimum of 3 days working on site

Are you someone who enjoys solving problems, building relationships and delivering exceptional customer service?

Can you confidently investigate technical issues, spot patterns and communicate solutions in a clear and engaging way?

At Canary Care, we’re on a mission to help people live safely and independently for longer. Our innovative smart home monitoring technology supports families and care providers with real time insights, helping them deliver more proactive, person-centred care.

Using discreet, non-intrusive sensors, our technology identifies changes in daily routines and behaviours, enable early interventions, reducing risk, and providing reassurance to those who need it most.

Join us and be part of a team that’s using technology to make a real difference to people lives!

The Role

We’re looking for a customer focused problem solver to join our growing team. Acting as the bridge between our customer and internal teams, you’ll manage enquiries, investigate issues, and provide clear, practical solutions that help customers get the most from our technology.

You’ll spend your time speaking with customers B2B2 and B2C, resolving tickets, analysing trends and feedback, and collaborating closely with Product teams to improve both service and technology. This is not a traditional IT support role, we’re looking for someone who enjoys building relationships, solving problems, and turning complex information into simple customer friendly advice.

If your naturally curious, enjoy helping people, and thrive in a fast paced environment where you can make a genuine impact, we’d love to hear from you!

What We’re Looking For

We’re looking for someone who is customer focused, organised, and naturally curious. You’ll have excellent communication skills, a proactive approach to problem solving, and the confidence to build strong relationships with customers and colleagues alike.

You’ll be able to manage multiple priorities, ask insightful questions to get to the root of an issue, and communicate information clearly, calmly and effectively. Most importantly, you’ll take ownership, be driven to deliver great service, and enjoy working as par of a collaborative and growing team!

Experience in a customer facing role such as customer services, customer support, technical or sales support would be highly beneficial.

The Important Things! (FYI Benefits available from your first day!) 

• Bonus Scheme – made up of a business element and demonstrating our three core values, Smart, Fairness and Sustainability.     

• Skills Development – we want our staff to build up and grow their careers with us. To help with this we offer training to help you achieve your goals.     

• Giveaways! – we run regular competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!      
• Time off – we all need time to recharge our batteries. Our staff have 25 days annual leave plus bank holidays to help make this happen.      
• Wellbeing App – your wellbeing is very important to us, we provide access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing. 

• Health care scheme – we know taking care of yourself costs. So, we partner with BHSF on a cashback scheme that provides money back on services such as dental, eye care and treatments including MRI scans and diagnostics health consultations.  This can also be enhanced to cover your partner and children.  

• Employee Assistance Programme – giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.     

• Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.     

• Giving back - we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fund-raising opportunities.      

• Death in service – we pay twice your annual salary to your designated next of kin, so they don’t have to worry about costs at such a distressing time.  

• Pension – Saving for retirement is essential; we contribute 4% of your salary when you contribute 5%.    

 

The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.