Qepos is a leading supplier of EPoS software and Hardware equipment to the Retail, Hospitality, Fashion and Wholesale sectors with a customer base throughout the UK.

We’re seeking an IT Support Technician to provide support to our customers and partners. This is a very dynamic role where you will provide software training, technical assistance, troubleshoot and resolve customer problems, communicate with other teams and partners on various technical issues, and contribute to projects, knowledge management, our growing solutions, and more. The role is predominantly office based with occasional visits to customer sites.

Key Responsibilities

• Work directly with customers and partners to provide software and hardware support, training and assistance by logging the call on CRM
• Respond to requests for technical assistance in person, via phone & electronically.
• Respond to and follow up on our client’s product related issues
• Diagnose and resolve technical hardware and software issues.
• Research the solution using available information resources & tools.
• Develop a deep understanding of the our products
• Provide documentation and participate in online forum support for real-time questions
• Providing outstanding customer service and technical support to clients and maintaining customer relationships
• Assist in developing support tools to help troubleshoot issues
• Follow standard service desk procedures & update them in timely manners.
• Log all interactions with users and other support groups, using the web portal.
• Identify and escalate situations requiring urgent attention.
• Stay current with processes, system information, changes and updates.

Technical Skills:

• You are highly energetic with a 'CanDo' attitude
• You are Technically minded with an aptitude for problem solving
• Minimum 1+ Years of experience in POS Tech Support role (online, onsite etc)
• Experience in supporting a Windows environment Win 7, Win10 onwards
• Experience with hardware products including printers, EPoS, Scanners etc
• Experience in a Technical Support or Service Engineer capacity
• You have logical approach to problem solving
• Works well as part of a team and contributes to continuous improvement
• Excellent time management skills with the ability to prioritise customer issues effectively
• Excellent levels of spoken and written English
• Excellent attention to detail
• Ability to quickly learn new products & understand the services
• Good analytical and problem–solving ability and a passion for providing excellent customer service at all times

Preferable Skills:

• TCP/IP Networking knowledge covering LAN/ WAN / WLAN
• An understanding of SQL (SQL Query)
• Experience working within the retail, fashion or hospitality sectors.
• Outstanding verbal/written communication skills, and relationship building capabilities
• Passionate about technology with a strong desire to work in a fast paced technical environment
• Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
• Inquisitive with a willingness to get stuck in and learn both existing and new technologies

We believe our people are our most valuable asset, so we’re striving to be one of the leading EPoS supplier in the UK. Qepos Solution Ltd will provide everything we can to keep you motivated and ensure you enjoy your working life. We offer great benefits for this role, including:

• Salary £26,500 (PA)
• 20 Days of Annual Holidays + Statuatory Holidays
• Workplace Pension Scheme
• Company induction and training
• Free car parking
• Great working environment

We are an Equal Opportunities Employer and as such, treat all applications equally and recruit purely on the basis of skills and experience.

NO AGENCIES

Job Type: Full-time

Location: Manchester, UK

Apply Now