At a Glance
- Tasks: Be the go-to tech guru, solving customer issues and ensuring smooth retail operations.
- Company: Join MWC Partners, the UK's top independent reseller of cutting-edge retail tech.
- Benefits: Enjoy a competitive salary, health perks, and opportunities for professional growth.
- Other info: Fast-paced environment with a supportive team and great career advancement potential.
- Why this job: Make a real difference in retail tech while developing your problem-solving skills.
- Qualifications: Strong communication skills and a knack for troubleshooting; retail experience is a plus.
The predicted salary is between 30000 - 40000 £ per year.
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.
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
- Aware of the retail environment
- Experience in a helpdesk or IT support environment would be advantageous.
Support Technician employer: EWS Group
MWC Partners, located in Milton Keynes, is an exceptional employer that prioritises employee growth and development within the dynamic field of retail technology. With a strong commitment to service excellence, our supportive work culture fosters collaboration and innovation, while offering comprehensive training and opportunities for career advancement. Join us to be part of a dedicated team that values your contributions and provides a rewarding environment for personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Support Technician
✨Tip Number 1
Get to know the company inside out! Research MWC Partners and their services, especially around Cegid Retail. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be diagnosing technical issues, think of common scenarios you might face as a Support Technician and how you'd tackle them. This will boost your confidence during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and maybe even a referral, which can really help your application stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at MWC Partners.
We think you need these skills to ace Support Technician
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Support Technician role. Highlight your relevant experience with technical support, problem-solving skills, and any familiarity with retail systems. We want to see how you fit into our team!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to show us you can communicate effectively with customers.
Be Proactive:In your application, share examples of how you've taken ownership of issues in the past. We love candidates who can show initiative and a proactive approach to problem-solving, especially in fast-paced environments like ours.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team at MWC Partners!
How to prepare for a job interview at EWS Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft OS and Office applications, as well as any relevant retail technology. Being able to discuss specific technical issues you've resolved in the past will show your problem-solving skills and experience.
✨Show Off Your Communication Skills
Since this role involves being the first point of contact for customers, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated with clients or team members in previous roles, especially when resolving issues.
✨Demonstrate Ownership and Proactivity
Be ready to share instances where you've taken ownership of a problem and seen it through to resolution. Highlight your ability to manage support tickets and keep customers updated, as this is crucial for the Support Technician role.
✨Prepare for Real-World Scenarios
Think about common technical issues that might arise in a retail environment and how you would handle them. Practising these scenarios can help you feel more confident during the interview and demonstrate your readiness for the fast-paced nature of the job.
