Role Overview
We are looking for an entry-level Technical Support & Online Services Assistant to join our team.
This is a development role with a clear progression path.
For the first 6-12 months, you will work primarily within our Technical Support team. This will give you a strong understanding of our systems, customers, products and the day-to-day issues faced by restaurants and takeaways using our technology.
As your knowledge and experience develop, the role will gradually expand into our Online Ordering team, where you will work across online ordering services and provide general online support to our customers.
Previous experience in the EPOS or online ordering industryis NOT essential.
Initial Responsibilities - Technical Support
During your first 6-12 months, your main focus will be technical platform support.
Your responsibilities will include:
- Providing technical support to customers by phone and email.
- Diagnosing and resolving issues with our EPOS and online ordering platforms.
- Using remote access tools to investigate and resolve customer problems.
- Helping customers with system configuration and day-to-day usage.
- Troubleshooting Windows based hardware and software issues.
- Investigating connectivity, printing, ordering and configuration problems.
- Escalating more complex technical issues when required.
- Recording support issues accurately and clearly.
- Learning how our EPOS, online ordering and related systems work together.
- Supporting system installations and configuration where required.
- Helping customers understand and use our products effectively.
- Developing a strong understanding of the restaurant and takeaway sector and how our customers operate.
Progression Into Online Services
Once you have developed a strong technical understanding of our systems, you will begin working more closely with our Online Ordering team.
Your responsibilities will gradually expand to include:
- Supporting customers using our online ordering services.
- Investigating issues affecting online ordering websites and services.
- Assisting with the setup and configuration of online ordering accounts.
- Working with partners such as JustEat, Uber & Deliveroo
- Making changes to customer online services where required.
- Troubleshooting ordering, menu, payment and configuration issues.
- Working with the wider technical team to identify and resolve platform problems.
- Providing general online support to customers.
- Testing changes and identifying potential issues before they affect customers.
- Helping maintain the quality and reliability of our online services.
- Taking increasing ownership of online support issues as your experience grows.
What We Are Looking For
Previous experience in the EPOS or online ordering industryis NOT essential.
We are more interested in finding someone with the right attitude, technical ability and willingness to learn.
You should:
- Have a genuine interest in technology and problem solving.
- Be comfortable using Windows computers.
- Be confident in learning new software and systems.
- Be able to investigate problems logically rather than simply follow a script.
- Communicate clearly and professionally with customers.
- Be comfortable speaking to customers on the phone.
- Be patient when helping customers with different levels of technical knowledge.
- Have good written communication skills.
- Be organised and able to manage several issues at the same time.
- Be willing to ask questions and learn from more experienced members of the team.
- Take ownership of problems and follow them through to resolution.
- Work well as part of a team.
The Person
The right person for this role will probably be someone who enjoys working things out.
You may already be the person friends or family ask when something goes wrong with their computer, internet, phone or technology.
You do not need to know everything when you start. We want someone who is curious, technically minded and willing to learn how things work.
Useful Experience
The following would be useful but is not essential (as full training will be provided):
- Previous technical support or helpdesk experience.
- Customer service experience.
- Experience troubleshooting Windows PCs.
- Experience with websites or online ordering systems.
- Basic knowledge of networking or internet connectivity.
- Experience working within hospitality, restaurants or takeaways.
- An interest in websites, software or technology.
Role Details
- Position: Technical Support & Online Services Assistant
- Level: Entry level
- Initial department: Technical Support
- Progression: Online Ordering / Online Services
- Initial development period: Approximately 6-12 months
- Location: Manchester
- Working hours: 37.5 hours per week
- Salary: starting 26k
- Reporting to: Online Team Leader
Pay: From £26,000.00 per year
Ability to commute/relocate:
- Manchester M25 1LB: reliably commute or plan to relocate before starting work (required)
Work Location: In person
