Customer Service and IT Support

6 days ago


Wellington, Wellington, New Zealand Silverbear Ltd. Full time

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:

  1. Technical Support: Act as the first point of escalation within our implementation team, resolving issues related to our bespoke EPOS systems and hardware.
  2. Ticket Management: Monitor, manage, and resolve incoming support tickets efficiently, ensuring SLAs are met.
  3. Customer Interaction: Provide professional, timely updates to customers and maintain accurate contact records.
  4. Collaboration: Work closely with implementation, support, and 3rd-party providers to resolve technical issues.
  5. Troubleshooting: Carry out basic hardware and network troubleshooting, including managing access to hosted servers.
  6. 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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