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Technical Support Specialist
2 months ago
We are seeking a highly skilled Technical Support Specialist to join our team at Trinityrec. As a key member of our IT department, you will be responsible for providing exceptional technical support and customer service to our retail businesses across Europe and the UK.
Your primary objective will be to:
- Provide timely and effective technical support to our European and UK retail businesses, Field Consultants, and retail staff, escalating complex technical/digital issues to senior team members as needed.
- Escalate hardware-related issues to vendors and Point Of Sale software issues to ensure seamless resolution.
- Maintain accurate and complete records of all cases/incidents reported in our call logging system.
- Stay up-to-date with information on new promotions, technology changes, ongoing major incidents, and software updates to provide informed support.
- Escalate trending issues reported to the technical support desk during calls to senior team members and the Senior Technical Lead.
Key skills and knowledge required for this role include:
- Experience in 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 email 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.
