Technical Support Specialist (Customer Experience)

Hyve Talent; West Parley; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

On-site parking

Pension (8%)

Hybrid after training

Growth opportunities

Job summary

Eskimo EPOS, a leader in POS software for retailers, seeks a Technical Support Specialist (Customer Experience) to deliver outstanding technical assistance and training to our valued customers. The role involves handling inbound queries, preparing hardware, and contributing to software testing, with a strong focus on data security and customer satisfaction.

You will work closely with the Support Manager, maintain the CRM, and stay up to date with Eskimo features.

Qualifications

• 3+ years of hands-on technical experience in a similar role.
• Strong customer-facing skills and relationship management.
• Active listening and effective multi-channel communication.
• Ability to diagnose issues and provide solutions.
• Willingness to train and support hardware setup.

Responsibilities

• Provide technical support for Eskimo EPOS software and hardware.
• Deliver telephone and onsite training as needed.
• Assist with software testing prior to releases.
• Set up new hardware for customers and resolve hardware issues.
• Maintain CRM/ticketing and collaborate with the Support Manager.
• Stay updated with latest Eskimo software features.

Skills

Technical experience

Social skills

Active listening

Communication skills

Adaptability

Problem solving

Organization

Attention to detail

Commercial awareness

Sales mindset

Administrative skills

Teamwork

Education

Technical qualification

Tools

MS Office

SQL Server Management Studio

Windows OS

Networking hardware

VPN

Driving licence

Job description

Technical Support Specialist (Customer Experience)

Job Openings Technical Support Specialist (Customer Experience)

About the job Technical Support Specialist (Customer Experience)

Job Title: Technical Support Specialist (Customer Experience)

Salary: Up to £29,000 (Depending on exp)

Location: Parley, Dorset

Working Format: In-Office/Hybrid

Company Overview

Eskimo EPOS is the industry leader in cutting-edge customised point-of-sale software solutions for retailers. Our comprehensive software suite and high-quality hardware enable businesses to optimise operations and deliver exceptional customer experiences.

With a clear vision for the future and a strong commitment to customer service, we offer an exciting opportunity for a Technical Support Specialist to join our friendly team. As part of our team, you'll play a vital role in providing top-notch technical support and training to our valued customers, while contributing to our ongoing success and growth.

At Eskimo EPOS, we prioritise putting the customer at the heart of everything we do. With our seamless software solutions, we empower retailers to sync prices, orders, inventory, and fulfillment effortlessly across all channels.

If you are passionate about technology, customer satisfaction, and thrive in a collaborative environment, this is the perfect opportunity for you!

Position Overview

As a Technical Support Specialist, you will play a crucial role in ensuring our customers receive outstanding technical assistance and training. From handling inbound queries to preparing new hardware and conducting product training, your expertise will directly contribute to the success of our customers' businesses.

You will have the opportunity to work closely with our Support Manager, actively contribute to software testing, and maintain the highest standards of data security. Your exceptional communication skills, problem-solving mindset, and attention to detail will make you an invaluable asset to our team.

Key Responsibilities:

• Provide exceptional technical support for Eskimo EPOS in-house software, including software setup for new customers, updating systems to the latest release, and diagnosing and resolving customer-reported issues.
• Assist customers in effectively using Eskimo software through telephone training and demonstrations.
• Contribute significantly to software testing before its release, ensuring the highest quality standards.
• Set up new hardware for customers and promptly address any hardware-related issues.
• Offer support for Eskimo-approved third-party software and payment services.
• Stay up to date with the latest features of Eskimo software to deliver effective training to customers when required.
• Provide website support, including setting up the website on Eskimo's online servers, diagnosing data-related issues, performing minor changes, and installing updates.
• Collaborate with the Support Manager to maintain the efficient functioning of Eskimo infrastructure.
• Assist in optimising the performance of Eskimo EPOS personnel by providing technical guidance and support.

Keep the internal company CRM/ticket software up to date at all times.

Qualifications & Skills:

• 3+ years of recent hands-on technical experience, preferably with a technical qualification or certification, but not essential.
• Excellent social skills and the ability to maintain and strengthen customer relationships.
• Active listening skills to understand customer needs and provide appropriate solutions.
• Exceptional communication skills across various channels (email, telephone, video calling, in-person) with both internal teams and external stakeholders.
• Adaptability to embrace technological advancements and drive internal and external improvements.
• Strong problem-solving abilities, particularly in the area of problem diagnosis.
• Effective organisation, prioritisation, and multitasking skills to meet deadlines and appointments.
• Keen attention to detail and a methodical approach, especially in troubleshooting and diagnosing issues.
• Commercial awareness when interacting with customers and suppliers to protect the company's interests while identifying sales opportunities.
• Open mindset to identify cross-sell and upsell opportunities for existing and additional products.
• Strong administrative skills with a focus on following issues from diagnosis to resolution from the customer's perspective.
• Collaborative team player, actively contributing to resolving issues and meeting customer expectations.

Technical Skills

Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Sound knowledge of Microsoft SQL Server Management Studio.

Familiarity with various Windows-based operating systems, up to the current iteration.

Experience in network-related software and hardware, such as routers, cabling, VPN setups, and virtual machines/servers.

Possession of a full, valid driving license.

Competitive salary up to £29,000 (depending on exp)

Pension is paid by the company at the highest rate of 8%

Opportunities for professional growth and development within a rapidly expanding company.

Hybrid/flexible working available once training is complete

On-site parking

And new benefits coming online soon

The role description is not exhaustive and will be subject to periodic review and amendments to meet the evolving needs of our business. Your active participation in this process will be valued, and we strive to reach a mutual agreement on any changes.

Join Eskimo EPOS today and take your technical support career to the next level.