1st Line Support Analyst

About Apotec

Apotec is a HealthTech innovator transforming digital operations across pharmacy estates through our Apotec CRM platform — a 5th-generation solution designed to streamline workflows, enhance patient engagement, and modernise pharmacy management.

As our customer base continues to expand, we're growing our in-house Support Team and are seeking a dedicated and customer-focused 1st Line Support Analyst to help us deliver exceptional service to our pharmacy partners.

This role is ideal for someone with strong technical aptitude, excellent communication skills, and a passion for solving problems — both software and hardware-related — in a fast-paced, customer-facing environment.

Role Overview

The 1st Line Support Analyst will be the first point of contact for all Apotec CRM customer support requests. You will manage inbound calls, emails, and tickets, providing prompt and professional assistance to users experiencing technical, functional, or hardware-related issues.

You'll log, triage, and troubleshoot incidents, escalating when necessary, and ensuring that every customer receives a high-quality, efficient support experience. Working closely with the wider Support, Product and Operations teams, you'll play a key role in maintaining service excellence and identifying opportunities for process improvement.

Key Responsibilities

• Serve as the first point of contact for customer queries via phone, email, and ticketing system.
• Accurately log, categorise, and prioritise all incoming incidents and requests.
• Provide technical and functional support for Apotec CRM and associated systems.
• Diagnose and resolve issues related to user access, browser settings, connectivity, and configuration.
• Troubleshoot basic hardware and peripheral issues, including printers, scanners, terminals, and other connected devices.
• Escalate complex issues to Technical Specialist or Development teams with detailed diagnostic notes.
• Follow defined SLA targets for response and resolution times.
• Communicate clearly and professionally with customers, providing regular updates and ensuring full issue resolution.
• Assist with user onboarding, setup, and guidance following installation or upgrades.
• Contribute to the maintenance of support documentation and FAQs.
• Identify recurring issues and flag trends or potential system improvements.
• Provide weekend support on a rotational basis, typically one Saturday every three to four weeks.

Skills & Experience

Essential:

• Proven experience in a 1st Line IT Support or Helpdesk role.
• Strong troubleshooting ability across Windows, networking, and browser-based applications.
• Hands-on experience with hardware and peripheral troubleshooting, including printers, scanners, terminals, and other devices.
• Excellent communication and customer service skills, both written and verbal.
• Experience using ticketing systems (e.g., Autotask, or equivalent).
• Ability to manage multiple issues simultaneously in a structured, organised way.
• Strong attention to detail and accurate documentation habits.

Desirable:

• Experience supporting healthcare or pharmacy systems (e.g., PMR, CRM, or EPS-integrated platforms).
• Familiarity with remote desktop tools and Windows OS.
• Basic understanding of network connectivity, firewalls, and Windows configurations.
• Awareness of ITIL principles and structured incident management processes.

Personal Attributes

• Customer-focused and service-oriented.
• Calm, methodical, and professional under pressure.
• Strong problem-solving and analytical thinking.
• Eager to learn and develop within a growing HealthTech business.
• Team player who contributes positively to a collaborative working culture.

What We Offer

• Competitive salary and benefits package.
• Flexible working arrangements.
• 25 days annual leave, plus bank holidays.
• Opportunity to work with cutting-edge HealthTech solutions within a supportive, growth-oriented environment.

How to Apply

Please send your CV to , using the subject line: "1st Line Support Analyst – Apotec CRM"