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1st Line Support Analyst

2 positions available

Permanent, part - time  20 hours a week

Work Patterns would be 9.30-1.30 or 10.30-2.30.

The Role:

This 1st line support role will provide telephone and remote technical support to our external customer base in resolving issues with their Back Office and EPOS systems. You will actively manage and promote the relationship between The Company and our customers. 

You are required to be a team player first and foremost; able and willing to take responsibility for each case you handle to a successful resolution. Able to build relations with your teammates and customers alike, a confident telephone manner and helpful disposition, along with a can-do attitude are all essential.

This role is 20 hours a week, 4 hours a day and is based in our office on Waterlooville, office hours are between 8.30am – 5.30pm, Monday to Friday. There is a requirement for occasional out of hours remote work from home and weekend support will be required on a 1 in 4 rota basis once probationary period has been successfully passed. Work Patterns would be 9.30-1.30 or 10.30-2.30.


Job Responsibilities:

  • To learn and understand the Company’s products and services

  • Providing 1st line remote support to customers

  • To be the customers’ main point of contact within the Company

  • To learn and understand the operating systems/software and hardware that the Company’s products run on

  • To develop a knowledge and understanding of the customers

  • To be aware of outstanding incidents and maintain contact with the customer

  • Resolve issues in a timely manner

  • To field customer enquiries and escalate / re-direct as necessary

  • To expedite potential sales opportunities i.e. Upgrades, Training etc

  • To liaise with department managers and Company Suppliers regarding customer requirements and incidents

  • To report any concerns about a customer to senior staff

  • To maintain accurate records of all customer contact

  • To help and resolve issues in other departments when required


Essential Skills & Experience:

  • A positive personality and proactive manner

  • Experience within a customer service or support role

  • Excellent customer service skills

  • Professional telephone manner

  • An interest in technology and IT troubleshooting

  • Good level of organisational skills

  • Excellent verbal and written communication skills

  • Ability to work both independently and as part of a team

Desirable Skills:

  • Knowledge of Microsoft based operating systems with emphasis on Windows 7 and 10

  • Experience of retail or hospitality markets

  • Previous experience in an IT Support role

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