Temporary First Line Support Technician

We're looking for a temporary Level 1 Support Technician to join our team and be the first point of contact for customers using our EPOS (Electronic Point of Sale) software.

This is a great opportunity for someone experiences in customer service and looking to gain hands-on experience in a fast-paced software support environment.

What you will be doing

• Handling inbound support requests via phone, email, and live chat from customers experiencing issues with our EPOS software
• Diagnosing and resolving common software, hardware, and connectivity issues at first point of contact where possible
• Logging, tracking, and updating support tickets accurately in our helpdesk system
• Escalating complex or unresolved issues to the Level 2 support team with clear and detailed notes
• Providing clear guidance to non-technical users
• Helping customers with software configuration, basic setup, and general how-to queries

• Previous experience in a customer-facing support, helpdesk, or IT role (EPOS experience is a bonus but not essential)
• Strong communication skills - written and verbal
• A calm, patient approach when supporting users under pressure
• Ability to follow troubleshooting processes and document issues clearly
• Good working knowledge of Windows-based environments
• Ability to pick up new software quickly
• Able to travel to our offices at The Bristol Golf Club. Some hybrid working maybe an option but initially for training purposes this would be an office based role.

Good to have

• Experience with EPOS or retail/hospitality management software
• Familiarity with helpdesk or ticketing systems (e.g. Zendesk, Freshdesk)
• Experience working in retail, hospitality, or golf/leisure sectors