Customer Support Specialist – Technical EPoS Solutions
Location: Hessle, Hull
Term: Permanent, Fulltime
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.
About the Role:
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.
Your Responsibilities:
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 recurr...