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Senior Technical Support Analyst

 Waterlooville or Newcastle under Lyme      

Permanent, full-time 37.5 hours a week

Monday to Friday, 09:00-17.30

The Role:

This Senior Technical Support role will provide telephone and remote technical support to our external customer base in resolving issues with their Back Office and EPOS systems. You will actively manage and promote the relationship between The Company and our customers. 

You are required to be a team player first and foremost; able and willing to take responsibility for each case you handle to a successful resolution. Able to build relations with your teammates and customers alike, a confident telephone manner and helpful disposition, along with a can-do attitude are all essential.

The position is for 37.5 hours a week, working between 8.30-5.30 Monday to Friday. Once probationary period has passed would be expected to work 1 weekend in 4 weekends. Based in either Newcastle-under-Lyme area or Waterlooville.  

Job Responsibilities:

  • To learn and understand the Company’s products and services

  • Providing 1st line remote support to customers, progressing towards a 2nd line role

  • To be the customers’ main point of contact within the Company

  • To learn and understand the operating systems/software and hardware that the Company’s products run on

  • To develop a knowledge and understanding of the customers

  • To be aware of outstanding incidents and maintain contact with the customer

  • Resolve issues in a timely manner

  • To field customer enquiries and where appropriate prepare quotations

  • To expedite potential sales opportunities i.e., Upgrades, Training etc

  • To liaise with department managers and Company Suppliers regarding customer requirements and incidents

  • To report any concerns about a customer to senior staff

  • To maintain accurate records of all customer contact

  • Assist with the recovery equipment loaned to customers

  • To help and resolve issues in other departments when required


Essential Skills & Experience:

  • 2 years minimum experience in an IT Support role

  • A good understanding of computers, networking and IT in general

  • A positive personality and proactive manner

  • Excellent customer service skills

  • Professional telephone manner

  • Good level of organisational skills

Desirable Skills:

  • Knowledge of Microsoft based operating systems with emphasis on Windows 7 and 10

  • Experience of retail or hospitality markets

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