Service Delivery Specialist (EPOS Systems)

TL;DR

Service Delivery Specialist (EPOS Systems): Ensuring exceptional client service and technical implementation of EPOS systems for retail and food & beverage sectors with an accent on support, configuration, and user training. Focus on troubleshooting hardware/software issues, conducting onsite installations, and managing client relationships to ensure seamless go-live transitions.

Location: Hybrid (Swansea, UK). Core hours are office-based, evenings and weekends are remote

Salary: £27,000 - £32,000 per year

Company

hirify.global (EPOS Systems division) delivers intuitive, reliable, and scalable technology that empowers retail and food & beverage customers to operate efficiently.

What you will do

• Manage inbound phone calls and support tickets swiftly and professionally.
• Take full ownership of support cases, seeing them through from report to conclusion.
• Configure EPOS systems, including product setup, inventory structures, menus, pricing, and integrations.
• Conduct remote and onsite installations, including payment terminals (PDQs).
• Train end-users and client teams on EPOS features and best practices.
• Collaborate with technical teams to troubleshoot hardware and software issues.

Requirements

• Experience in EPOS, retail technology, hospitality systems, or similar SaaS/tech environments.
• Knowledge of networking fundamentals and hardware peripherals.
• Strong analytical, troubleshooting, and stakeholder management skills.
• Confidence in conducting training sessions and leading customer-facing discussions.
• Full Clean Driving Licence is essential.
• Must be based in or able to commute to Swansea, UK for core office hours.

Nice to have

• Experience with ICR Touch.
• Solid understanding of retail or F&B operational workflows.
• Experience with integrations involving payment systems, stock management, CRM, or accounting platforms.

Culture & Benefits

• 25 days holiday pro rata, plus Bank Holidays (with time in lieu for rotational work).
• Nest Pension scheme and discretionary company bonus.
• Annual training budget to support personal development.
• Regular company and department social events.
• Flexible shift patterns (mix of mornings, lates, and weekends) totaling 37.5 hours per week.