Customer Service and IT Support
6 days ago
About Our Team:
At Silverbear Ltd., we're a collaborative and supportive team that values innovation and customer satisfaction. We're looking for a skilled Customer Service and IT Support professional to join our team in Waterlooville.
The Role:
We're seeking a 1st Line Implementation Support specialist to provide technical support to our customers, resolving issues related to our bespoke EPOS systems and hardware. As a key member of our implementation team, you will be responsible for resolving technical issues, managing tickets, and interacting with customers.
Key Responsibilities:
- Technical Support: Act as the first point of escalation within our implementation team, resolving issues related to our bespoke EPOS systems and hardware.
- Ticket Management: Monitor, manage, and resolve incoming support tickets efficiently, ensuring SLAs are met.
- Customer Interaction: Provide professional, timely updates to customers and maintain accurate contact records.
- Collaboration: Work closely with implementation, support, and 3rd-party providers to resolve technical issues.
- Troubleshooting: Carry out basic hardware and network troubleshooting, including managing access to hosted servers.
- Ownership & Responsibility: Take initiative in resolving customer queries and ensuring issues are handled effectively.
Requirements:
- Technical Background: Experience working with IT systems, preferably in a retail setting.
- Customer Service Skills: Strong communication and a helpful, solution-focused approach.
- Problem-Solving Ability: Confident troubleshooting hardware, software, and network issues.
- Organisational Skills: Ability to prioritise tasks and work efficiently under pressure.
- Team Player: Willingness to collaborate and contribute to the success of the team.
- Flexibility: Ability to work weekends and Bank Holidays as part of a rota.
- IT Support Experience: Previous work in an IT support role is an advantage.
- SQL Knowledge: Experience with SQL is beneficial but not essential.
- Retail Exposure: Familiarity with EPOS systems and retail environments is a plus.
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