Customer Support Consultant - UK

Redcat builds the technology that powers leading hospitality brands across Australia, the UK, and Southeast Asia. Our Hospitality IT Platform delivers integrated software and hardware solutions connecting POS systems, online ordering, loyalty programs, and mobile apps into one seamless ecosystem. We're a culture first company driven by five core values: integrity, teamwork, innovation, customer focus, and accountability. If you thrive in an environment where your work directly shapes how millions of people experience their favourite hospitality brands, you're feel at home here.

The Opportunity

We're looking for a Customer Support Consultant to join our UK Support team, delivering front line service excellence to Redcat's hospitality technology customers. You'll resolve customer queries over the phone and email, provide remote technical support, and ensure every case is handled accurately and escalated effectively. Reporting to the Customer Success Team Leader, you'll be the first point of contact for clients experiencing issues with our POS, ordering, and loyalty solutions - playing a key role in maintaining the high service standards our customers rely on.

Key Accountabilities

• Customer Query Resolution
• Receive inbound phone calls and monitor email inboxes as needed
• Resolve customer issues via phone and email support, in line with SLA targets
• Escalate complex or urgent cases in a timely manner

• Technical & Remote Support
• Provide remote connection support to clients and contractors as required
• Install computer hardware and business software as part of an overall solution
• Assist with the creation of databases for existing clients as required
• Accurately record and transfer customer information for effective handover and escalation
• Document all steps taken in troubleshooting or assisting with a case
• Contribute to team meetings and weekly company stand ups as required

What You'll Bring

• Experience
• Strong technical knowledge and experience working with relevant enterprise technologies and integrations, with a demonstrated commitment to ongoing development
• Demonstrated experience identifying, evaluating, and recommending new and emerging technologies
• Experience in a customer support, helpdesk, or technical support role (desirable)
• willingness to be part of a rotating roster

• Skills & Capability
• Sound knowledge of relevant technology and software applications, with the ability to install and troubleshoot hardware and business software
• Strong research, analytical, and problem solving skills, with the ability to consider issues from different perspectives and draw sound recommendations
• Clear, confident communicator who can explain complex issues simply and adjust style to the audience
• Consistently accurate and detail focused, with careful attention to grammar, tone, and documentation

• Mindset
• Customer first, with a genuine commitment to service excellence and SLA delivery
• Takes ownership of own actions and adheres to relevant policies and procedures
• A collaborative team player who contributes to shared learning and continuous improvement across the organisation

Inclusion at Redcat

At Redcat, we believe diverse perspectives drive better outcomes - for our team, our products, and our customers. We're committed to building an inclusive workplace where everyone feels valued, respected, and empowered to do their best work. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people with disability, and members of the LGBTQIA+ community. If you require adjustments to the recruitment process, please let us know, we're happy to accommodate.