Customer Support Specialist

Customer Support Specialist - Technical EPoS SolutionsLocation: Hessle, HullSalary: Competitive, based on experience

Are you passionate about delivering exceptional customer service while solving technical challenges? Join our client’s team of EPoS experts as a Customer Support Specialist, where your technical know-how and customer-first approach will make a real difference.

You’ll play a key role in providing first-line technical support to clients, ensuring their systems remain operational and their expectations are exceeded. With a proactive mindset and a commitment to service excellence, you’ll act as the bridge between technical and operational teams, ensuring every customer interaction feels seamless and supported.

Inbound Support

• Promptly respond to and resolve technical support enquiries with accuracy and attention to detail.
• Record all communication and resolutions in Zoho, SharePoint, or other systems to assist collaboration and problem-solving.
• Use system data to achieve the best results and manage enquiries effectively.
• Follow structured support processes to ensure efficient and consistent service.

Proactive Support

• Manage and resolve backlog issues within SLA, keeping customers informed and expectations managed.
• Take ownership of allocated enquiries, ensuring they’re resolved within SLA or appropriately escalated.
• Proactively address recurring issues by arranging:
  • Training sessions
  • Documentation updates
  • Hardware or software upgrades
  • System configuration changes
  • Development of software solutions

• A customer-focused attitude with a calm and composed demeanour under pressure.
• Technical aptitude, especially within IT and networks, paired with a passion for solving problems.
• Excellent communication and organisational skills to manage multiple tasks effectively.
• Experience with technical helpdesk support, ideally in an EPoS environment.

Desirable Skills:

• Certifications such as CompTIA or equivalent.
• Familiarity with EPoS systems and related software.

Be part of a forward-thinking team that values service excellence, innovation, and continuous improvement. This role offers room for growth and an opportunity to make a meaningful impact by enhancing customer experiences.

The role will be office based initially but the company support flexible working.

Ready to take the next step in your customer support career? Apply today and become a key player in delivering technical solutions that go above and beyond expectations!