1st Line Application Support Engineer - Award-Winning SaaS Company

Application Support SaaS Customer Service Troubleshooting Software Support

Love solving technical problems and helping people get the most out of great software?

We're SB Software, the Sheffield-based team behind award-winning vending and coffee management software, helping businesses across the UK and beyond run smarter, more efficient operations.

Our flagship solutions, Vendmanager and Coffeemanager, help operators manage everything from their vending machines and coffee services to stock, reporting and everyday business processes.

We're proud to be a UK market leader, recognised for both our software and our customer support, and continuing to grow across EMEA.

Now part of 365 Retail Markets, a global leader in unattended retail technology, we combine the expertise and personal service of an established UK software business with the resources and opportunities of an international technology company.

We're now looking for a friendly, confident and technically curious 1st Line Application Support Engineer to join our award-winning support team.

If you're great with people, enjoy investigating problems and love the satisfaction of finding a solution, we'd love to hear from you.

The Role at a Glance

1st Line Application Support Engineer

Sheffield - Hybrid (2 Office Days Per Week) with flexibility required to attend additional office days when business needs arise, including client or other visitor meetings.

£25,000-£28,000 DOE

Full Time Permanent

37.5 Hours Per Week

Initial Shifts: 8am-4pm or 9am-5pm

Support: First-Line Queries Phone & Email Troubleshooting Customer Communication

Technology: SaaS Applications Windows Android Software Testing Ticketing Systems

Please note: Applicants must have the unrestricted right to work in the UK. Unfortunately, we cannot offer visa sponsorship or consider candidates with time-limited work permission for this position.

Help Customers Get the Best from Our Technology.

You'll be one of the first people our customers turn to when they need help using our software.

Whether it's a question about how something works, a technical issue that needs investigating or a problem that requires support from another team, you'll make sure customers receive a helpful, professional response.

You'll work closely with our wider support and development teams, learning our products, developing your technical knowledge and building strong relationships with the businesses that rely on our technology.

This is a great opportunity for someone who already has first-line support experience and wants to build their career in a specialist, growing software business.

Where You'll Make an Impact

• Responding to first-line software support enquiries by telephone and email

• Investigating and troubleshooting customer issues with our software applications

• Providing clear, friendly guidance to technical and non-technical users

• Logging, managing and tracking support requests through our ticketing systems

• Escalating more complex issues to second-line support and development teams

• Keeping customers updated and following enquiries through to resolution

• Supporting customers using Windows, Android and related software applications

• Assisting with software testing ahead of new releases and updates

• Supporting new customer software implementations and migrations

• Helping identify recurring issues and opportunities to improve our support service

About You

You're someone who enjoys helping people and has a natural curiosity about technology.

You're confident on the phone, communicate clearly and don't shy away from investigating an unfamiliar problem.

You don't need to know everything about our software or industry already. What matters is that you have a good technical mindset, relevant first-line support experience and the enthusiasm to keep learning.

You'll ideally bring:

• Experience in first-line IT support, application support or software helpdesk support

• A strong customer service background and genuine 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

• The ability to explain technical information simply and patiently

• Strong organisation and the ability to manage competing support requests

• A positive, outgoing personality and confidence dealing with customers

• A proactive attitude, attention to detail and willingness to learn new systems

It would be a bonus if you have:

• Experience supporting SaaS or business software applications

• Familiarity with ticketing systems such as Zoho Desk

• Exposure to SQL Server, remote desktop tools or Android applications

• Experience with software testing or customer implementations

• Knowledge of the vending, coffee or retail technology industries

• Additional language skills would be a real advantage as we continue expanding into EMEA markets, although multilingual ability is not essential.

Above all, we're looking for someone who is personable, technically minded and eager to develop, with the confidence to take ownership of customer enquiries and deliver great support.

What We Offer

• Hybrid working

• Team operates shifts of 6am-2pm, 7am-3pm, 8am-4pm and 9am-5pm

• 25 days holiday plus your birthday and bank holidays

• The opportunity to work with award-winning software and support teams

• Training and exposure to specialist SaaS technologies

• A supportive, customer-focused working environment

• Opportunities for professional development as the business grows

Apply now.

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