1st Line Technical Support Agent

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1st Line Technical Support Agent, Rochester

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Client:

Jonas Software UK

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

0021035b40e6

Job Views:

7

Posted:

24.04.2025

Expiry Date:

08.06.2025

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Job Description:

Description

Uniware Systems is an EPoS and Payment provider with over 25 years of experience supporting the catering and retail sectors. Our clients include retailers, Oxbridge colleges, universities, financial services, hospitality, stadia, and blue-chip companies across the UK. We offer comprehensive business services for efficient EPoS and payments management.

We are passionate about providing solutions that maximize revenue, enhance customer loyalty, and increase footfall in hospitality and retail businesses. Our focus is on customer experience and continuous improvement to maintain our market leadership.

Position:

We are seeking a 1st Line Technical Support Agent to join our Customer Support team. The successful candidate will strengthen our support operations and report to the Service Desk Manager.

Responsibilities:

• Log calls in support database, assign priority, manage customer expectations, and adhere to SLAs and KPIs
• Resolve support issues using knowledge base and support libraries
• Escalate calls when necessary
• Arrange site visits with engineers
• Assist with risk assessments and method statements
• Test new software releases following guidelines
• Participate in handover meetings post-installation
• Visit customer sites to resolve issues and support Go Live days
• Manage identity card printing and customer expectations

Qualifications:

Essential skills:

• Knowledge of Microsoft desktop OS and applications (Word, Outlook, Excel)
• Ability to multitask and work independently

Desirable skills:

• Knowledge of retail/hospitality industry requirements
• Networking and computer technologies knowledge
• IT qualifications and certifications
• Database/SQL experience
• Remote support tools experience
• Excellent communication and problem-solving skills
• Team player with responsibility and motivation

Applicants must be eligible to work in the UK. Salary and benefits are competitive.