1st Line Support Specialist

365 Retail Markets

About The Position

The 1st Line Support Specialist is the first point of contact for customers and users requiring technical assistance with SB Software, a 365 Retail Markets Company, products and services. The role is responsible for providing professional, timely, and customer-focused technical support, diagnosing and resolving common issues, and ensuring that more complex problems are escalated appropriately. The successful candidate will combine strong technical troubleshooting skills with excellent communication and customer service abilities. They will work closely with customers, internal technical teams, developers, and other support functions to ensure issues are resolved efficiently and users receive a consistently high level of service.

Requirements

Previous experience in a 1st Line Helpdesk, Service Desk, Technical Support, IT Support, or similar customer-facing technical role.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to explain technical information clearly to non-technical users.
Strong customer service skills and a professional approach.
Ability to prioritize and manage multiple support requests effectively.
Comfortable working with ticketing, CRM, helpdesk, or service-management systems.
Good working knowledge of Microsoft Windows and common business applications.
Ability to work independently while also contributing effectively as part of a wider support team.
Strong attention to detail and accurate record keeping.
Willingness to learn new technologies, systems, and software products.

Nice To Haves

Supporting SaaS or business software applications.
Experience working within an SLA-driven support environment.
Knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, Wi-Fi, and connectivity troubleshooting.
Familiarity with Microsoft 365, Active Directory, or cloud-based applications.
Experience using remote-support tools.
IT-related qualifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, or equivalent experience.
Previous experience working with European customers or international support teams.
Additional European language skills would be advantageous.

Responsibilities

Act as the first point of contact for customers experiencing technical issues or requiring assistance.
Respond to support requests via email, telephone, ticketing systems, or other approved communication channels.
Log, categorize, prioritize, and manage support incidents in accordance with established procedures and service-level agreements.
Troubleshoot common hardware, software, connectivity, account, and application-related issues.
Ask appropriate diagnostic questions to understand the customer's issue and determine the most effective resolution.
Provide clear, accurate, and easy-to-understand technical guidance to customers.
Resolve incidents at 1st Line level wherever possible, escalating more complex issues to 2nd Line Support, development, or other specialist teams when required.
Maintain ownership of support tickets through to resolution, ensuring customers receive appropriate updates throughout the process.
Document troubleshooting steps, resolutions, and relevant customer information accurately within the support system.
Identify recurring issues and communicate trends to senior support and technical teams.
Assist with maintaining internal knowledge bases, FAQs, troubleshooting guides, and other support documentation.
Follow established support procedures, security policies, and data protection requirements.
Work collaboratively with colleagues across technical support, development, implementation, and customer-facing teams.
Participate in team meetings, training, and continuous improvement initiatives.
Maintain a strong understanding of SB Software's products and services and develop technical knowledge as products evolve.
Provide a consistently professional and positive customer experience.