1st Line Service Desk Agent

Cybertill; Liverpool; On-site; GBP 19,000 - 23,000; Full time

Job summary

Cybertill is seeking a 1st Line Service Desk Agent to provide top‑notch technical support to retailers in Knowsley. You will diagnose issues, resolve tickets and aim for first‑time fixes using our knowledge base.

Join a customer‑centric team with 7‑day coverage, where you will learn our product and hardware, collaborate with other departments, and continuously improve service delivery.

Qualifications

• Excellent customer service skills and customer empathy.
• Strong ability to problem solve and fault find issues.
• Great interpersonal and relationship management skills.
• Outstanding communication skills, with the ability to build instant customer rapport.
• Flexibility on working hours: 7 days a week support, shifts 08:00–20:00.

Responsibilities

• Take ownership of customer support issues logged via email and telephone to diagnose and resolve them.
• Strive to meet SLAs and work under pressure within tight timescales.
• Use the knowledge base for first‑time fixes.
• Ensure tickets passed to second line have sufficient detail.
• Proactively identify patterns to avoid recurring issues.
• Conduct investigative work with customer accounts to find best solutions.
• Self‑learn aspects of company product and hardware.
• Learn new IT and customer service skills/techniques.
• Utilise in‑house and external systems.

Skills

Customer service

Problem solving

Interpersonal skills

Communication

Adaptability to new systems

Cross‑department collaboration

IT literacy (software/hardware)

Flexible working hours

Tools

In‑house systems

External systems

Job description

Description

About us… We are passionate about delivering the latest software and tech to our growing customer base across the UK, Australia & the US. With our Insight Driven and Frictionless Commerce cloud‑based applications serving an incredibly diverse range of retailers, we have become one of the UK’s best innovators, winning numerous awards (including the IT Europa SaaS Awards & UK Cloud Awards) along the way.

With our 24 years of experience providing a one‑stop shop including software, hardware, payments, services and telecoms to over 10,000 retail locations, we recognise the power of living and breathing our values by being passionate, agile, supportive and professional at every turn. Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.

The Role

Our customers and their consumers deserve the best experience. Cybertill operates a customer‑centric product and services model which needs people to go above and beyond when responding to our customer’s needs when using our product. We are looking for an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers and join our team in Knowsley.

Responsibilities

• Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
• Strive to meet all SLAs set with our customers and work under pressure and within strict timescales.
• Always use our knowledge base for a first‑time fix for our customers.
• Ensure tickets being passed to second line have sufficient detail.
• Think and operate pro‑actively and highlight patterns to avoid reoccurring issues.
• Doing investigative work with customer’s accounts to find the best solution for all parties.
• Be keen enough to self‑learn aspects of the company product and hardware.
• Have eagerness to learn new IT and customer service skills/techniques.
• Utilising several in‑house and external systems.

Skill, Knowledge and Abilities

• Excellent customer service skills and customer empathy.
• Strong ability to problem solve and fault find issues.
• Great interpersonal and relationship management skills.
• Possess outstanding communication skills, with the ability to build instant customer rapport.
• Have confidence when being confronted with new systems (we use lots).
• Work closely with other departments to drive continuous improvements.
• Good general IT software and hardware skills to enable both hardware and software support.
• Flexibility on working hours: our Service Desk covers 7 days a week supporting our customers. Shift patterns are 5 days out 7 covering hours from 08:00 to 20:00. Example shift times are 08:00–16:00, 08:30–16:30, 09:00–17:00, 10:00–18:00, 12:00–20:00.

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.