Support Technician
SKILLS
FULL DESCRIPTION
Support Technician
[Employer hidden — sign up to reveal] are the UK’s leading independent reseller of Cegid Retail, the omnichannel POS solution for fashion and specialty retail. Our services range from supporting feasibility studies and system design through to functional requirement workshops, system configuration, hardware procurement, and comprehensive testing ahead of installation and ongoing support.
About the role
We’re looking for a proactive Support Analyst to join our growing team. You’ll be the first point of contact for customers, helping resolve technical issues and ensuring their retail systems operate smoothly. This is a fast-paced, customer-facing role where you’ll take ownership of issues and see them through to resolution.
Key responsibilities
- Act as the first point of contact for technical support queries via phone and email
- Diagnose and resolve hardware, software, and network issues
- Log and manage support tickets, ensuring all key information is captured
- Take ownership of issues through to resolution, keeping customers updated
- Escalate complex issues to internal teams with clear and detailed handovers
- Monitor Service Level Agreements (SLAs) and proactively manage risks
- Deliver a high standard of customer service at all times
- Identify recurring issues and support root cause analysis
- Ensure compliance with health and safety standards
- Participate in an on-call rota which is - 1 in 3 weeks of evening on-call and 1 in 6 weekends.
What we’re looking for
- Excellent written and verbal communication skills
- Strong problem-solving ability
- Ability to work independently and under pressure
- Experience with Microsoft OS and Office applications
- Awareness of the retail environment
- Experience in a helpdesk or IT support environment would be advantageous.
About Us
At [Employer hidden — sign up to reveal] we have long realised that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world class service to our valued clients. This allows [Employer hidden — sign up to reveal] to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you.
[Employer hidden — sign up to reveal] is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at [Employer hidden — sign up to reveal].
[Employer hidden — sign up to reveal] is part of a CSI group of companies.