1st Line Customer Support Analyst

1st Line Customer Support Analyst

Lolly provides enterprise level E POS solutions to hospitality and retail SMEs across the UK. Our platform offers seamless single site and multi location operations, real time inventory, reporting and management tools. We partner closely with our customers, providing end to end support to grow their businesses.

Lolly is a digital commerce specialist supporting hospitality and retail SMEs across the UK. We are looking for a motivated 1st Line Technical Customer Support Analyst to join our growing support team.

This role focuses on providing first class technical assistance to customers using Lolly EPOS solutions.

Key Responsibilities

• Provide technical support to customers via telephone, live chat, email, and remote access tools.
• Troubleshoot and resolve EPOS related hardware and software issues.
• Carry out routine system checks and maintenance to ensure smooth operation.
• Log, manage, and take ownership of support tickets, escalating issues when required.
• Keep customers informed with clear and timely updates throughout issue resolution.
• Maintain accurate technical documentation and support reports.
• Work closely with internal IT teams and other departments to meet customer needs.
• Liaise with different stakeholders in a timely manner to resolve tickets and meet SLA.

Skills, Knowledge & Experience

• Experience using or supporting EPOS systems.
• Background in IT support or IT administration.
• Strong communication skills with both technical and non technical users.
• Ability to work effectively in a small, fast paced team.
• Confident working in a busy customer facing support environment.
• Positive, proactive attitude with a strong customer focus.

Salary, Hours & Benefits

• Salary: Competitive, dependent on experience.
• Pension: Matched contribution up to company limits.
• Holiday: 23 days annual leave plus UK bank holidays.
• Working Hours: Three week shift rota, Monday to Friday - two weeks of 9:00 am-5:30 pm and one week of 7:00 am-3:30 pm (subject to change).

Eligibility Criteria

Applicants must have the right to work in the UK.