Technical Support Analyst
7 days ago
You will be accountable for:
• Providing technical support to European and UK bsuinesses, Field Consultants, retail staff via phone or email as first point of contact, escalating complex technical/digital issues to senior team members as in when required.
• Escalating hardware related issues to vendors and Point Of Sale software issues
• Maintaining accurate and complete record of all cases/incidents reported in our call logging system
• 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 Senior technical lead.
Key skills and knowledge:
• Ideally experience within the Retail sector, supporting or working with technologies such as POS Software/Hardware Support
• IT related experience or background at 1st Line Level
• Excellent written and spoken English and German
• 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
• Engaging communication skills
• Ability to make decisions and act on own initiative to resolve issues
• Ability to communicate clearly in a non-technical manner
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