SaaS First-Line Support Engineer — Hybrid

RR; Sheffield; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

Training and development

Award-winning software and support

Supportive, customer-focused working环境

Job summary

SB Software in Sheffield, now part of 365 Retail Markets, is seeking a friendly 1st Line Application Support Engineer to join our award-winning support team. You’ll help customers get the most from Vendmanager and Coffeemanager SaaS solutions, handling first-line queries by phone and email with clear, patient communication.

You’ll work closely with our wider support and development teams, learning our products, developing your technical knowledge and delivering professional, empathetic customer

Qualifications

• Experience in first-line IT support, application support or software helpdesk support.
• Strong customer service background and enjoyment of helping people.
• Excellent telephone manner and clear written communication.
• Confidence troubleshooting technical issues and working towards solutions.
• Good working knowledge of Microsoft applications and Windows environments.
• Ability to explain technical information simply and patiently.

Responsibilities

• Respond to first-line software support inquiries by telephone and email.
• Investigate and troubleshoot customer issues with our software applications.
• Provide clear, friendly guidance to technical and non-technical users.
• Log, manage and track support requests through our ticketing systems.
• Escalate more complex issues to second-line support and development teams.
• Keep customers updated and follow inquiries through to resolution.
• Assist with software testing ahead of new releases and updates.
• Support new customer software implementations and migrations.

Skills

First-line IT support

Customer service

Phone communication

Troubleshooting

Windows environment

Clear communication

Organisational skills

Independent worker

Team collaboration

Tools

Zoho Desk

SQL Server

Job description

SB Software in Sheffield, now part of 365 Retail Markets, is seeking a friendly 1st Line Application Support Engineer to join our award-winning support team. You’ll help customers get the most from Vendmanager and Coffeemanager SaaS solutions, handling first-line queries by phone and email with clear, patient communication.

You’ll work closely with our wider support and development teams, learning our products, developing your technical knowledge and delivering professional, empathetic customer