First Line Support Technician - WRS Systems
Job Posted: 13 June 2024
- Contract Term: Permanent
- Location: Newport, Isle of Wight
- Contract Type: Full time
- Salary: TBC
- Industries: Customer Service IT
Job Start Date: As soon as convenient
WRS are looking for a First Line Support Person which has a competitive starting wage followed by numerous Incentives within the employment package.
A first line Support Person would work within a team on the support desk and be based in our Newport office for their contracted hours.
This will involve telephone and direct remote customer support on a daily basis to WRS customers. Ensuring you are competent with DPOS, SQL software and hardware to appear competent to our customers and resolve any issues they may be having with a WRS EPOS system.
First Line Support Person:
- Being punctual and on time for contracted working hours.
- Adhering to the WRS uniform guidelines at all times within work hours.
- Answering calls to all internal WRS customers.
- Answering emails to all internal WRS customers.
- Monitoring emails to the `support’ inbox within the department.
- Respond to calls and emails within an hour of the working day to let them know we have received there query.
- Log calls appropriately to designated database.
- Log severity of a call through designated database to ensure all communicated for any progression that may be needed.
- Time manage calls and emails, ensure these are actioned/completed within thirty minutes or forwarded to second line support.
- Time manage appropriately to respond to emails and any ‘action needed’ calls within the same working day.
- Ensure providing customer service of the highest latter at all times and tailoring these behaviors to all profiles of customers.
- Process tasks that follow from calls i.e. broken receipt printer, ensure this is processed and posted out the same day and organized with an appropriate courier.
- Process card terminal upgrades when they are communicated from customers.
- Communicate with your team any severity issues to ensure appropriate support from senior level staff.
WRS Systems
WRS Systems offer tailored EPOS solutions to the hospitality and retail sector across the UK and Europe. This includes installation, servicing and on-site training. WRS Systems are committed to providing innovative, reliable and secure systems to businesses large and small, from national multi-site retail chains to local independent retailers.
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