Lewis Harman
Customer Support Technician @Carelinelive
Signup · Get unlimited contacts
WORK HISTORY
Customer Support Technician @Carelinelive
Slinfold, GB
In previous roles, I enjoyed working with clients and seeing the positive results of good customer service. I also wanted to further grow my understanding of software users and how to adapt complex software to their specific requirements. As such, I wanted to build my experience and confidence in customer-facing roles within the software space. As a Customer Support Technician at CareLineLive, I:• Guided customers, carers, and their clients professionally through queries, and supported them to better understand and maximise their value of CareLineLive.• Provided high-level customer and technical support through telephone via 3CX, support tickets via Intercom, and email via Outlook.• Delivered onboarding sessions to new customers, clarifying and communicating foundational concepts within their CareLineLive environment.• Raised feature suggestions to enhance user experience within future versions of the management portal and carer companion app.• Collaborated with other team members in the Customer Support team to understand, identify, and resolve software issues.• Became familiar and built rapport with individual customers and their ways of working and thinking in order to better understand their business needs and tailor solutions and explanations to their precise situation and ability level.• Replicated software bugs in demo and subsequently wrote bug reports for the development team.• Created macros to automate, simplify, and standardise responses to common queries.• Wrote and edited custom 30-minute to 2.5-hour scripts to help new starters follow, understand, and deliver standardised onboarding sessions to new customers.• Led and delivered masterclass webinar sessions on important topics to multiple customers.• Created customer-facing documents to share with their staff.• Wrote internal, team-scoped procedures to standardise how certain types of issues are handled• Imported customer data using Excel
EDUCATION
The Forest School
GCSE
Cardiff University / Prifysgol Caerdydd
Bachelor of Science - BS, Computer Science
The College of Richard Collyer
A Level
ABOUT LEWIS HARMAN
I\'ve been fascinated by the world of computers since I was just 5 years\' old. Now, I\'m fortunate to work closely with modern and emerging technologies that didn\'t even exist back then, developing software for high-profile businesses with tools like React.js, FastAPI, and Docker.My professional and academic experience spans full-stack software development, customer support, sales, marketing, and even user research. I love combining my technical skills with strong communication to build products that actually make real people\'s lives easier.Whether I\'m editing a campaign video, resolving customer support tickets, or leading whole development teams, I like to bring empathy, energy, and elasticity everyday in order to deliver real value to real people.Always happy to connect. Feel free to drop me a message anytime!
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.