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Technical Support Advisor
at Intelligent Point of Sale

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  • fulltime
Intelligent Point of Sale is an Edinburgh based software company founded in 2013. Our main product, intelligentpos, is an innovative iPad and cloud-based Point of Sale software which allows hundreds of small businesses in the UK to provide amazing service to their customers every single day.
Our business is growing fast and we need talented people to join our rapidly expanding Support team in our newly-refurbished office in the vibrant Shore area of Leith.

About You:
We're looking for friendly, enthusiastic and outgoing people who have a flair for excellent customer service. You must be upbeat and positive but also able to bring a calming influence and be confident in handling frustrating situations while maintaining the highest levels of professionalism. You will be focussed, dedicated and motivated by a desire to help people. You will be expected to rapidly become an expert in our software so you will need to be a very quick learner who isn't afraid to get stuck in!

You must...
Have a 'can do' attitude with a desire to constantly learn new things and absorb new knowledge.
Be open and honest with a genuine desire to help our customers.
Posses the ability to prioritise your workload and spin a few plates at once.
Have great timekeeping skills.
Have a real passion for technology.
Be able to quickly pick up new ways of working and easily retain new information.
Be a capable and concise communicator who can get the point across in an effective and easily understood way.
Have excellent written and spoken English, grade B or above at A-level or equivalent or have the ability to pass a written test.

Ideally you will...
Have worked in a role supporting computer users over the phone and via email.
Have extensive experience of explaining technical concepts to people with limited computer skills.
Have experience using a POS system in retail or hospitality setting.
Be experienced in training users on software products.
Have software testing experience.
Have a desire to progress and really push yourself within a fast-paced and growing organisation.
Be flexible in what hours you are available to work.

The Job:
You’ll be the first point of contact for new and existing customers via a variety of mediums including live chat, ticket system and telephone. You will be responsible for ensuring that enquiries receive a timely, accurate and simple resolution. Sometimes you might be required to gather information about a problem that cannot be fixed instantly and submit a written report. It will be your job to ensure that the customer is not forgotten and also receives regular status updates while this is being handled
Mission: To champion customer support, be responsible for the timely and professional resolution of inbound communications to Intelligent Point of Sale.

Aside from the above you duties will include:
Creating, maintaining and updating our FAQ and knowledge-base articles.
Working alongside the Head of Technical Support and Customer Service in order to contribute towards the general improvement of the department
Coaching and supporting new staff
Helping customers to learn to use the system and get the best out of it
Conducting web demos for any customers that require them
Assisting with hardware setup and advice
Occasionally attending installations
Assisting with other tasks as required
Providing feedback on the product

We operate 7 days per week between the hours of 10am-6pm. Shift patterns vary and in future may include evening work.

Job Perks:
Casual work environment
Monthly staff dinner
Unlimited soft drinks and coffee when on shift
Office Dogs!
Opportunity for promotion with the company for those with drive
Standard holidays and flexi-time (where appropriate)
Competitive salary with flexibility for exceedingly good applicants

How to apply:
Send us an up to date CV along with covering letter detailing why you're perfect for the role!

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