1st Line Support Specialist

365 Retail Markets; Epsom; On-site; GBP 23,000 - 32,000; Full time

Job summary

365 Retail Markets is seeking a proactive 1st Line Helpdesk professional to provide timely technical assistance for SB Software products. You will diagnose common issues, offer clear guidance, and escalate complex cases to 2nd line when needed, ensuring high-quality service.

You will work closely with customers and internal teams to understand problems, document steps, and deliver consistent support that upholds our standards of responsiveness and professionalism.

Qualifications

• Experience in a 1st Line Helpdesk, Service Desk, 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.
• Professional customer service approach.
• Ability to manage multiple requests and prioritize.
• Familiarity with ticketing, CRM, or helpdesk systems.
• Good working knowledge of Windows and common business apps.
• Ability to work both independently and in a team.
• Strong attention to detail and record keeping.

Responsibilities

• Be the first point of contact for customers with technical issues or requests.
• Respond to support requests via email, phone, ticketing systems, or other channels.
• Log, categorize, prioritize, and manage incidents per procedures and SLAs.
• Troubleshoot hardware, software, connectivity, account, and application issues.
• Ask diagnostic questions to understand issues and determine resolutions.
• Provide clear, technical guidance to customers.
• Resolve 1st Line incidents; escalate complex issues as needed.
• Maintain ownership of tickets through to resolution with updates.
• Document troubleshooting steps and resolutions in the system.
• Identify recurring issues and communicate trends to senior teams.
• Contribute to internal knowledge bases and guides.
• Follow security policies and data protection rules.
• Collaborate with teams across support, development, and implementation.
• Participate in training and continuous improvement initiatives.
• Maintain strong product knowledge as products evolve.
• Provide a professional and positive customer experience.

Skills

1st Line Support

Troubleshooting

Communication skills

Ticketing systems

Windows knowledge

Customer service

Education

CompTIA A+

ITIL Foundation

Microsoft certifications

Tools

Ticketing systems

CRM

Remote support tools

Microsoft 365

Job description

Description

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.

Job Type

Full-time

Description

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond. As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers

Summary

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.

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.

Requirements

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.

Preferred

• Experience 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.