At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for customers using our innovative retail technology.
- Company: Join a fast-growing global leader in unattended retail solutions since 2008.
- Benefits: Enjoy a full-time role with opportunities for growth, learning, and a supportive team environment.
- Other info: Work in a dynamic environment with a focus on innovation and customer satisfaction.
- Why this job: Be the first point of contact for customers and make a real difference in their experience.
- Qualifications: Previous experience in technical support and strong communication skills are essential.
The predicted salary is between 33750 - 41250 £ per year.
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 Saa S 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 Comp TIA 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.
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1st Line Support Specialist in Epsom employer: 365 Retail Markets
At 365 Retail Markets, we pride ourselves on being a leading employer in the tech industry, offering our 1st Line Support Specialists a dynamic work environment that fosters innovation and collaboration. Our commitment to employee growth is evident through continuous training opportunities and a supportive culture that values customer service excellence. Located in a vibrant area with access to diverse retail and hospitality sectors, our team enjoys a fulfilling career while contributing to cutting-edge self-service solutions that enhance everyday experiences.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Specialist in Epsom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 365 Retail Markets. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 365 Retail Markets before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support Specialist in Epsom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 365 Retail Markets:Your cover letter is your chance to shine! Tell us why you want to work at 365 Retail Markets specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 365 Retail Markets!
How to prepare for a job interview at 365 Retail Markets
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
