Job Description

Job Title:

Technical Support Specialist

Location:

Shirley, Solihull (Onsite Role)

Company:

XEPOS Ltd

About XEPOS Ltd:

XEPOS Ltd develops a diverse portfolio of software solutions serving over 10,000 customers across the retail, hospitality, and enterprise sectors. Our products include mobile apps, desktop software, and web platforms designed to streamline operations and improve user experience. We focus on innovation, quality, and customer satisfaction.

Role Overview:

We are looking for a dedicated Technical Support Specialist to join our team. This role primarily involves providing excellent customer support through phone, WhatsApp, and online communication. You will assist customers with technical issues related to our software products and ensure their systems run smoothly. Alongside your support responsibilities, you will also assist with quality assurance (QA) and basic network management, ensuring that customers receive comprehensive assistance.

Key Responsibilities:

Provide first-line technical support to customers via phone, WhatsApp, and online chat, ensuring fast and effective issue resolution. Troubleshoot software and hardware-related issues, offering practical solutions to customers. Assist customers in configuring and using our products across mobile, desktop, and web platforms. Collaborate with the development team to log issues, escalate technical problems, and ensure software quality. Conduct basic testing of new software releases to identify potential issues before they reach customers. Assist with basic network troubleshooting and help customers with setup and configuration. Maintain a knowledge base of common issues and solutions to improve efficiency in resolving future queries. Document and track all customer interactions using the company's support system, ensuring all issues are resolved in a timely manner. Provide feedback to the development and QA teams on recurring issues to help improve the product.

Why Work at XEPOS Ltd?

Work onsite with a varied software portfolio used by over 10,000 customers. Join a supportive team dedicated to quality, innovation, and customer satisfaction. Opportunities for professional growth and development in both technical support and quality assurance. Salary: 25,000 per annum Annual Leave: 28 days paid holiday per year Pension Scheme: Employer contribution matching up to 5% of your salary Training & Development: Access to degree-level apprenticeships (Level 6) and continuous professional development opportunities Cycle to Work Scheme: Tax-efficient way for employees to get a bike for commuting. Volunteer Days: Paid time off to volunteer for charitable causes.
Job Types: Full-time, Permanent

Pay: 25,000.00 per year

Benefits:

Company pension
Schedule:

8 hour shift Monday to Friday
Work Location: In person