1st Line Technical Customer Support

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.

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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.

• 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. (desirable)

• 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.