1st Line Customer Support Analyst

Lolly is a digital commerce specialist supporting hospitality and retail SMEs across theUK. 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.

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Key Responsibilities:

·        Provide technical support tocustomers via telephone, live chat, email, and remote access tools.

·        Troubleshoot and resolve EPOS-related hardware and software issues.

·        Carry out routine system checksand maintenance to ensure smooth operation.

·        Log, manage, and take ownershipof support tickets, escalating issues when required.

·        Keep customers informed withclear 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.

·        Liaising with different stakeholders in a timely manner to resolve tickets & meet SLA.

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Skills, Knowledge & Experience:

·        Experience using or supporting EPOS systems.

·        Background in IT support or IT administration.

·        Strong communication skillswith both technical and non-technical users.

·        Ability to work effectively ina small, fast-paced team.

·        Confident working in a busycustomer-facing support environment.

·        Positive, proactive attitudewith a strong customer focus.

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Salary, Hours & Benefits:

Salary: Competitive, dependent on experience

Pension: Matched contribution up to company limits

Life Assurance: Death in service benefit

Holiday: 23 days annual leave plus UK bank holidays

Working Hours: Three-week shift rota, Monday to Friday – two weeks of 9:00am–5:30pm and one week of 7:00am–3:30pm (subject to change).

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Eligibility Criteria

Applicants musthave the right to work in the UK.

A clean UKdriving licence is required.

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