Job Description

Mapal Group is looking for an

End User Support

based in

Edinburgh

.

You'll be the

first point of contact for end-user queries

, ensuring a great experience by being knowledgeable, helpful, and genuinely caring. This role reports to the Team Lead End User Support UK & Nordics.

Responsibilities

Distinguish between user related queries and system related issues, before handling/ re-assigning appropriately. Excellent case management of own cases, providing regular customer updates and achieving SLA. Focus on reducing volume of knowledge and process gap queries raised o Creating and sharing knowledge articles (Help Centre). Advising of best practice/customer process (Help Centre). Work closely with the Help Centre Admin. Constantly improving own product knowledge and technical skills, requesting training where required. Provides suggestions and supports change, contributing to optimum service levels and efficiency.

Requirements

Experience in the hospitality sector (bars, pubs, restaurants, hotels). Strong problem-solving mindset with the ability to identify and act on opportunities. Proven cross-team collaboration skills. Ability to influence others through clear communication and negotiation. Experience in training or content development is a plus. Multi-lingual is a plus (English, French, Spanish).

Skills

Excellent oral and written communication. Strong organization and attention to detail. Great interpersonal skills; able to work in a multicultural team. Flexibility to work varied hours when needed. Independent yet collaborative, receptive to direction. Strong analytical and troubleshooting abilities. Comfortable handling conflicting priorities in a fast-paced environment.

Why join us

Work alongside talented professionals in a dynamic environment where your ideas matter. We foster growth, encourage innovation, and celebrate success together as one team.

Job Types: Full-time, Permanent

Pay: 26,000.00 per year

Application question(s):

Do you have experience in a similar role? The salary for this position is s 26,000 per year (non-negotiable). Are you comfortable continuing with the application?
Work authorisation:

Reino Unido (required)
Work Location: Hybrid remote in Edinburgh EH12 5HD