1st Line Support Analyst

About Us

Swan Retail Ltd is a bespoke software house based in Waterlooville, Hampshire, focusing on the retail market. We offer a comprehensive solution covering software, hardware and services for all aspects of retail businesses such as Stock Management, Tills (EPoS), Accounts, Customer Ordering, Warehousing, Web Integration and Mobile.

We specialise in the Garden Centre, Furniture and Department Store markets and provide a friendly and fun environment, rewarding employees who want to make a real contribution to the success of the business and aren’t afraid to get involved within the organisation.

About 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.

There is a requirement for occasional out of hours remote work from home, site visits with occasional trips overnight and weekend office-based support will be required on a 1 in 4 rota basis.

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 where appropriate prepare quotations
  • 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
  • Assist with the recovery equipment loaned to customers
  • To help and resolve issues in other departments when required

Essential Skills & Experience

  • A positive personality and proactive manner
  • Experience within a help desk or have 1st line support experience
  • Excellent customer service skills
  • Professional telephone manner
  • An interest in technology and IT troubleshooting
  • Good level of organisation

Desirable Skills

  • Knowledge of Microsoft based operating systems with emphasis on Windows 7 and 10
  • Experience of retail or hospitality markets
  • Full UK driver’s licence

Job Type

Full time, Permanent


£17,000.00 to £22,000.00 /year

How To Apply

If you would like to apply for this role, please send your C.V. to [email protected] and we will contact you