Technical Support Specialist

6 days ago

High Wycombe, Buckinghamshire, United Kingdom IPC Europe Full time

Technical Support Role for IPC Europe

IPC Europe, a leading purchasing and supply chain organization for Subway Franchisees in Europe, is seeking a skilled Technical Support Specialist to join their TechNet team.

The ideal candidate will provide exceptional technical support, customer service, and advice on in-store technology-related issues for Subway Franchisees and store staff.

Key Responsibilities:

  • Provide technical support to European and UK franchisees, DA, Field Consultants, and store staff via phone or email as the first point of contact, following Service Level Agreements (SLAs) and escalating complex technical/digital issues to senior team members as needed.
  • Evaluate and resolve hardware-related issues with vendors and POS software issues with specialized internal teams.
  • Maintain accurate and complete records of all cases/incidents reported in the call logging system, Service NOW.
  • Stay up-to-date with information on new promotions, technology changes, ongoing major incidents, and software updates.
  • Evaluate and escalate trending issues reported to the technical support desk during calls to senior team members and Senior Technical Lead.
  • Participate in training programs to develop skills and ways of working, focusing on feedback and management of work.

Benefits:

  • Flexible working hours between 8am and 6:30pm.
  • An excellent benefits package, including enhanced pension contribution, healthcare, 25 days of holiday, and salary sacrifice schemes.
  • On-site parking.
  • Recognition award schemes and annual Summer and Winter events.

About IPC Europe:

IPC Europe is a non-profit making organization owned by Subway Franchisees in Europe. Established in 2001, our aim is to ensure we select the best providers, offering the best quality services at competitive rates. We provide a range of in-house support services, value-add initiatives, and retail technology solutions for restaurant teams to help with day-to-day operations.

Today, IPC Europe operates on a global, regional, and local level to source high-quality products at the best value for Franchisees, managing over £1 billion.

We remain committed to our mission to help Subway Franchisees be more profitable and competitive today and for the future.

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