1st Line Support Technician

Our client provides award-winning EPOS solutions worldwide supporting some of the best names in the hospitality industry.

Their Support Technicians serve as the initial point of contact for customers experiencing technical issues with their EPOS technology. This role is crucial in ensuring that our clients can continue their operations smoothly and efficiently. By handling inbound support cases via tickets, email or phone, you will triage and resolve issues on first contact whenever possible. When issues cannot be resolved immediately, you will escalate or transfer the cases to the appropriate team, ensuring that customers receive timely and effective resolutions.

In this role, the technician will not only address technical problems but also build strong relationships with their customers by providing exceptional service and support. It may be necessary to liaise with third parties and other departments to provide updates and aid in the resolution of cases. Additionally, you will be responsible for raising documentation update requests when outdated procedures are identified, ensuring that our support processes remain current and effective. This role is integral to maintaining customer satisfaction and trust in our EPOS technology solutions.

Responsibilities

• Investigate and resolve customer queries, providing support and expert knowledge by phone, email and other channels as required.
• Handle break/fix cases promptly to ensure resolution within SLA.
• Escalate as appropriate to relevant teams in the business (e.g. 2nd line, Integrations, etc) to ensure continued investigation and prompt resolution of issues.
• Liaise with 3rd parties and internal teams to provide updates and aid resolutions as appropriate.
• Accurately record details of customer contact and activities carried out in the ticketing system.
• Work together with colleagues to identify potential problem issues - i.e. where an individual incident is affecting multiple customers.
• Handle the Return Merchandise Authorisation (RMA) workflow where a device is broken and cannot be remotely resolved.
• Action the service requests queue on a rotational basis.
• Be the voice of the customer within their and ensure regular updates are provided to keep the customer informed of the status of their case.
• Support documentation updates by highlighting misalignment and, in some cases, update documents personally (with authorisation from your Support Manager) to ensure accurate, up-to-date information.

• Familiarity and experience with troubleshooting hardware and software issues (preferably within EPOS systems).
• Understanding of common technical support practices.
• Ability to communicate clearly and empathetically with clients via multi-channel support.
• Capable of root cause analysis and problem solving
• Experience of telephony and ticketing systems (preferably Halo ITSM) as well as knowledge management systems.
• Ability to work as part of a close team and also with cross functional teams and 3rd parties.
• Strong written communication skills to enable accurate documentation compilation.
• Skilled at prioritising tasks with a focus on ensuring timely resolution of customer issues.
• Experience in the hospitality industry and EPOS technology is preferred but not essential.

Pulled from the full job description

• Referral programme
• Sick pay
• Life insurance
• Employee assistance programme
• Free parking
• Company pension
• On-site parking, * Additional holidays: 25 days plus bank holidays, plus up to 5 extra days for 5 years service (pro rata)