MWC Partners are the UK’s leading independent reseller of Cegid Retail, the omnichannel POS solution for fashion and specialty retail.
Our services range from supporting feasibility studies and system design through to functional requirement workshops, system configuration, hardware procurement, and comprehensive testing ahead of installation and ongoing support.
In addition to delivering these services across the Cegid community, we also provide hardware procurement and installation for other leading POS platforms, including LS Retail, Microsoft Dynamics 365, and Retail-J.
We are also specialists in retail payments technology, with deep expertise in integrating point-of-sale software with payment systems for global payment service providers—all backed by our commitment to service excellence.
About the role
We’re looking for a proactive Support Analyst to join our growing team. You’ll be the first point of contact for customers, helping resolve technical issues and ensuring their retail systems operate smoothly.
This is a fast-paced, customer-facing role where you’ll take ownership of issues and see them through to resolution.
Key responsibilities
Act as the first point of contact for technical support queries via phone and email
Diagnose and resolve hardware, software, and network issues
Log and manage support tickets, ensuring all key information is captured
Take ownership of issues through to resolution, keeping customers updated
Escalate complex issues to internal teams with clear and detailed handovers
Monitor Service Level Agreements (SLAs) and proactively manage risks
Deliver a high standard of customer service at all times
Identify recurring issues and support root cause analysis
Ensure compliance with health and safety standards
Participate in an on-call rota which is- 1 in 3 weeks of evening on-call and 1 in 6 weekends.
What we’re looking for
Excellent written and verbal communication skills
Strong problem-solving ability
Ability to work independently and under pressure
Experience with Microsoft OS and Office applications
Awareness of the retail environment
Experience in a helpdesk or IT support environment would be advantageous.
MWC Partners Ltd
37.5
1
Regular
Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.
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Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.
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