1st Line Technical Support Agent

TL;DR

1st Line Technical Support Agent (EPoS/Payments): Delivering professional technical support for EPoS and payment solutions with an accent on incident logging, problem resolution, and customer communication. Focus on maintaining high service standards, managing support tickets, and ensuring system reliability for retail and hospitality clients.

Location: Must be based in or eligible to work in the UK (Rochester, Kent).

Company

hirify.global is a leading provider of EPoS and payment solutions for the catering and retail sectors, backed by over 25 years of industry experience.

What you will do

• Log and prioritize support requests in the database while managing customer expectations.
• Troubleshoot technical issues using internal knowledge bases and documentation.
• Escalate complex problems to higher-level support teams when necessary.
• Coordinate site visits for engineers and assist with risk assessments.
• Perform quality testing on new software releases and participate in system handovers.
• Provide on-site support for new system installations and Go-Live events.

Requirements

• Must be eligible to live and work in the UK.
• Working knowledge of Microsoft desktop operating systems and applications (Word, Outlook, Excel).
• Ability to multitask and prioritize work effectively in a fast-paced environment.
• Strong communication skills with a professional and empathetic approach.
• Self-motivated with a methodical approach to problem-solving.

Nice to have

• Knowledge of retail or hospitality industry requirements.
• Understanding of computer and networking technologies.
• Relevant IT qualifications or Microsoft certifications.
• Experience with SQL databases or remote support tools (VNC, Remote Desktop).

Culture & Benefits

• Opportunity to work with a market-leading provider in the EPoS and payments space.
• Professional development within a supportive team environment.
• Exposure to a wide range of blue-chip clients and diverse business sectors.
• Comprehensive benefits package provided.