1st Line Technical Support Agent

TL;DR

1st Line Technical Support Agent (EPoS/Payments): Delivering professional customer service for EPoS and payment solutions in retail and hospitality sectors with an accent on logging support requests, problem-solving, and managing SLAs. Focus on escalating issues, arranging site visits, and quality testing new software releases.

Location: Rochester, Kent (onsite, full-time). Only candidates eligible to live and work in the UK

Company

Uniware Systems, part of hirify.global and Jonas Software, provides EPoS and payment solutions to UK retailers, hospitality, universities, and blue-chip businesses.

What you will do

• Log and process support calls in the database, assign priorities, and manage customer expectations on resolution times.
• Problem-solve issues using knowledge bases and escalate to higher support levels when needed.
• Arrange engineer site visits, assist with risk assessments, and participate in handover meetings from installation teams.
• Conduct quality testing for new software releases and visit customer sites for resolutions or go-live support.
• Handle identity card printing and maintain high standards of customer satisfaction per SLAs and KPIs.

Requirements

• Eligible to live and work in the UK without restrictions
• Working knowledge of Microsoft desktop OS and applications (Word, Outlook, Excel).
• Ability to multitask, prioritize, work unsupervised, and make decisions within procedures.
• Excellent communication skills, especially over the phone, logical problem-solving, and attention to detail.
• Team player, self-motivated, resilient under pressure, with strong organizational skills.

Nice to have

• Knowledge of retail/hospitality industry, networking technologies, or IT qualifications/Microsoft certifications.
• Experience with databases/SQL or remote support tools (VNC, remote desktop).

Culture & Benefits

• 37.5 scheduled weekly hours in a busy, capable support team reporting to Service Desk Manager.
• Focus on customer experience, continual review, and market leadership in specialist services.
• Excellent benefits package commensurate with experience.
• Part of a global Jonas Software network with over 6,000 professionals supporting 60,000+ customers.