Product Support Specialist

We are looking for a Product Support Specialist to join our UK Based team to provide remote support and assistance for our EPOS Software &Hardware solutions working with customers in the UK and around the world.
This is not a 9 - 5 Job role, our customer base is worldwide and so our shift patterns reflect this, our helpdesk shifts can vary as we operate a 24*7 365 business, shift patterns are flexible, Rota's are provided a month in advance and your normal working week will be 40 hours with the opportunity for overtime if desired.

The Job role is based in our Rustington Operations centre with the opportunity to split your Shifts between working in the office and working from home if desired. You will be talking to customers regularly and at odd times of the day including very early in the morning and very late at night including customers who may not speak English as a first language. There is the occasional need to travel to assist with EPOS system installs in the UK and abroad so a Valid UK Passport and Drivers Licence would be beneficial 

The job role includes:
Dealing with helpdesk tickets and enquiries submitted by email alongside answering Live Chat enquires, you will be the first point of contact for customers seeking technical or troubleshooting assistance

Updating and maintaining prices, products, users, passwords and other data for our fully managed clients
Escalating Tickets to T2 & T3 Support when appropriate
 Running software and security updates remotely on Windows based systems located around the world
Assisting Remotely and sometimes in Person with System Installs in the UK and Abroad.
General customer support admin tasks as required including updating and maintaining our internal knowledge base and customer wiki 

Requirements ·       
 Proficiency in English (both spoken and written)   
  You need to be a People person, this job role is customer facing and the majority of the role involves speaking and assisting customers both in the UK and around the world via email, live chat, telephone and video calls, including customers for who English may not be their first language.  
     You need to be a problem solver and sometimes be able to think outside the box, the ability to work through customers issues in a logical way is crucial, keeping our customer's systems running is vital to their businesses so being able to remain calm and cool tempered is a must. 
    No previous experience in a Computer based role is required, however a general knowledge or experience of using Windows
computers is required, our support systems are cloud based and require the use of an internet connection and browser, previous experience using Microsoft Excel and Outlook is beneficial.
  The Ideal Candidate would be someone with a background in Customer Service in either a Retail or Hospitality role who is looking for a change of scenery, The ability to work Independently on tasks is a must, full training on all aspects of the Job is provided. 

Starting Pay Rate is £10.00 per hour (equating to £20,800 pa based on a 40 hour week)    
    Access to the company pension scheme after the first three months.        
Holiday allowance is 30 days a year, as a 24*7/365business your normal working week will include bank and public holidays

To apply please send your CV to