Tier 2 Consultant - Internal Opportunity

Exceptional customer service underpins everything that Epos Now stands for. We exist with the sole purpose to add value to the lives and businesses of our customers.
We want to ensure that when our customer needs us we are there, when our customers make contact with us we get it right the first time and that every interaction we have is an opportunity to improve our customer's business.
The 2nd line support agent will champion the voice of the customer, provide 2nd line technical support and ownership to escalated cases, complete high quality analysis and work closely with the escalations team and software department to resolve bugs as well as technical issues.
This is a great opportunity for knowleadgeble and experienced technical colleagues who are proficient in:

• All aspects of eposnow software, hardware and payments including 3rd party setups and troubleshooting
• Case creation/escalations to the appropriate department with accurate and detailed documentation of steps taken
• Full understanding of contract flow/utilization for cancellation and suspension
• Excellent knowledge and application of app set ups/partner support resource

• Fully skilled and proficient in all product and process areas
• Excellent problem solving capability
• Customer Focused
• Clear & Positive Communication both written and verbal
• Role model behaviours
• Adapts to change positively
• Proactive & responsive
• Keeps knowledge up to date
• Compliance modules completed (Info Sec, PCI-DSS and GDPR

• Own, investigate and process all cases that are raised to second line support
• Manage all communication with the customer while cases are in second line, including but not limited to email, phone, sms.
• Collaborate with all departments to ensure that each case is resolved quickly and efficiently e.g. Software, Service, Corporate, Sales etc.
• Provide effective resolution summaries to customers to prevent failure demand including sharing any guides or media content that may assist the customer in the future.
• Provide effective feedback to the line manager of the original case owner on cases that did not require escalation.
• Ensure that software issues are documented and escalated to the relevant department with enough detail and understanding to progress towards a resolution.
• Work closely with the software and t3 team to prioritise bugs based on the severity of the issue and the volume of customers impacted.
• Identify trends where smaller issues are affecting large numbers of customers.