Hybrid role & Shift Patterns
High Wycombe
About the Role
We have an exciting opportunity for a proactive, team-spirited individual to join IPC EMEA as a Technical Support Analyst within the Business Operations Team.
The purpose of the role is to provide excellent technical support, customer service, and advice on all in-store technology-related issues for Subway Franchisees and store team members via telephone and email.
The TechNet team is a multi-language technical customer support team of 13 providing high-level remote support to the UK and European Subway Franchisees.
The team operates a 4-week shift pattern working 7.5 hours a day over 7 am to 7 pm; for example, early shift pattern would be 7 am to 3:30 pm.
Hybrid working involves two days in the office, Tuesday and Thursday, with flexibility when working the 7 am shift.
Responsibilities
* Providing technical support to European and UK franchisees, DA, Field Consultants, and store staff via phone or email as the first point of contact while following SLA and escalating complex technical/digital issues to senior team members as needed.
* Escalating hardware-related issues to vendors and POS software issues to specialized internal teams.
* Maintaining accurate and complete records of all cases/incidents reported in our call logging system, Service NOW.
* Keeping up to date with information on new promotions, technology changes, ongoing major incidents, and software updates.
* Escalating trending issues reported to the technical support desk during calls to senior team members and the Senior Technical Lead.
Required Skills
* IT-related experience or background in 1st line level preferred.
* Desirable to have worked with or used retail technology.
* Excellent English, with additional European languages, particularly fluent in German and proficient in Spanish.
* Experience within the Retail sector, supporting or working with technologies such as POS Software/Hardware Support.
* Previous experience of providing telephone, remote, and e-mail support.
* Technical experience to include MS Windows 7/10, printer setup, installation, and configuration.
* Experience of working as part of an IT Support Team.
* Ability to make decisions and act on own initiative to resolve issues.
* Ability to communicate clearly in a non-technical manner.
Pay range and compensation package - market rate salary and excellent benefits.
Equal Opportunity Statement - We actively support diversity, equity, and inclusion and ensure that our employees are valued and treated with dignity and respect. We encourage everyone in our business to reach their potential.
Seniority level
Not Applicable
Employment type
Contract
Job function
Information Technology, Customer Service, and General Business
Industries
Food and Beverage Services, Technology, Information and Media, and Retail
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