Description
We are seeking a highly-motivated person to join a dynamic company which is fast-moving and fun to work in, providing customer-focused 1st line IT support. We develop and supply award-winning EPoS solutions to the hospitality industry.
You will join a support desk to deliver outstanding levels of support to our 1500+ customers, dealing with inbound telephone and email cases, logging them onto our CRM software and championing the case to closure for the customer.
You will need to be professional, and friendly with a can-do attitude and a willingness to go that extra mile. If you cannot resolve the case quickly, you will escalate to the 2nd and 3rd line teams for support.
Strong communication skills and a desire to deliver outstanding service are key to this role and you will have a background in a similar role. Service with a smile every time is what we expect!
As part of the support team, you will also be active in the on-call rota offering out-of-hours telephone support to our customers. We generally run a shift pattern weekly to cover 8 AM-8 PM, 7 days per week.
Main Responsibilities
- Answering inbound emails and calls from customers on Q&A and general support issues.
- Managing case notes on our internal CRM solution.
- Communicate and escalate with other members of team.
- Be proactive in troubleshooting and diagnosing problems.
- Deliver fast, efficient and professional customer service.
Skills & Knowledge
- ‘Customer first’ attitude and a desire to deliver outstanding support to our customers, with a smile.
- A can-do attitude, willing to go that extra mile.
- Excellent telephone manners and first-class communication skills (written and oral) with the ability to learn fast.
- High level of organisational skills.
- Software skills – excellent knowledge of Windows OS, printing, Windows services, and networking principles (DHCP/routing/wireless 802.11).
- Troubleshooting PC-based PoS hardware, PoS Printers, and handheld devices.
- Be fluent in a range of other programs such as MS Office and VNC (remote control software).
- Support on-call rota out of hours.
Experience
- 1 year+ experience in 1st Line Technical Support role.
Benefits
- A full-time salary of up to £23,000 per annum depending on experience.
- Hybrid working option from home and in the office.
- 23 days holiday a year with an additional day for every year of service (starting after 2 years) up to a maximum of 30 days.
- 10% pension comprised of 5% employee contribution and a matched increase of 5% contribution from pointOne.
- Your Birthday off.
- Opportunity to enrol on the Techscheme and Cyclescheme giving you access to interest-free loans for tech and a bike and/or cycle accessories via a salary sacrifice scheme.
- 24/7 access to Health Assured’s Employee Assistance Programme to help you deal with any personal or professional problems that may be affecting your health, home or work life or general wellbeing.
- Fun away days to help you get to know the team and try out new activities.
- Invites to our annual Summer and Christmas bash as well as numerous ad-hoc socials throughout the year.
- Casual dress.
- Our offices are located just off the M4 corridor and close to the beautiful Welsh countryside with free onsite parking.
This is a fantastic opportunity for someone to join a fun and friendly team and use their skills to deliver a high level of support to our customers, with a great package. We expect our people to work hard and do the job, but not take themselves too seriously.
Application Process
There is considerable opportunity to progress your development career within pointOne. If you feel this role would suit your skills and personal interest, we look forward to hearing from you.
Please email [email protected] including an up-to-date copy of your CV and a short cover letter as to why you think you are the right person for this role.
pointOne POS Ltd is an equal opportunities employer.
