Description:
Technical Customer Support Analyst
Reporting To: IT Support Manager
Location: Unit 3, Freeport Office Village, Century Drive, Braintree, Essex, CM77 8YG (Office based)
Key Responsibilities:
- Provide technical support to customers via telephone, live chat, email, and remote access tools.
- Troubleshoot and resolve EPOS-related hardware and software issues.
- Carry out routine system checks and maintenance to ensure smooth operation.
- Log, manage, and take ownership of support tickets, escalating issues when required.
- Keep customers informed with clear and timely updates throughout issue resolution.
- Maintain accurate technical documentation and support reports.
- Work closely with internal IT teams and other departments to meet customer needs.
- Liaising with different stakeholders in a timely manner to resolve tickets & meet SLA.
Skills, Knowledge & Experience:
- Experience using or supporting EPOS systems.
- Background in IT support or IT administration.
- Strong communication skills with both technical and non-technical users.
- Ability to work effectively in a small, fast-paced team.
- Confident working in a busy customer-facing support environment.
- Positive, proactive attitude with a strong customer focus.