THE ROLE

As a Support Crew Member, you will be part of a retail-focused Service Desk supporting stores with technical and operational issues across daily operations.

This is not a traditional high-volume call centre environment. The role focuses on structured support, ownership of issues, and maintaining clear communication throughout the resolution process.

You will work closely with internal teams, stores, and external partners to ensure incidents and requests are handled efficiently and professionally.

We are looking for team members who are comfortable working in a structured SLA-driven environment and who take responsibility for ensuring support is delivered to a high standard.

RESPONSIBILITIES

INCIDENT & REQUEST MANAGEMENT

• Log, categorise, and prioritise incidents and requests accurately

• Ensure all support interactions are documented correctly

• Manage tickets through to resolution, including escalation where required

• Follow up on open cases and maintain ownership until closure

• Verify solutions before completing cases

TECHNICAL & USER SUPPORT

• Troubleshoot POS systems, retail applications, and user-related issues

• Support stores with functional “how-to” guidance

• Diagnose connectivity, hardware, and peripheral issues

• Use approved remote support tools to restore functionality

OWNERSHIP & COORDINATION

• Take responsibility for issues from start to finish

• Coordinate with internal teams, suppliers, and external stakeholders

• Ensure tickets are assigned and progressed correctly

• Drive communication and follow-up across all involved parties

COMMUNICATION & SERVICE QUALITY

• Maintain professional and structured communication with stores

• Provide regular updates throughout the support process

• Escalate wider operational issues where necessary

• Ensure service quality and consistency are maintained

CONTINUOUS IMPROVEMENT

• Document resolutions and troubleshooting steps clearly

• Contribute to knowledge base improvements

• Identify recurring issues and suggest improvements

• Support the ongoing development of support processes

SKILLS & EXPERIENCE

• Strong troubleshooting and problem-solving abilities

• Structured and organised way of working

• Ability to manage workload within deadlines and SLA targets

• Strong written and verbal communication skills

• Comfortable providing remote support

• Experience with ticketing systems is an advantage

• Retail or POS support experience is beneficial but not required

WORKING HOURS

Support operations run across mornings, evenings, weekends, and public holidays.

We offer flexible part-time schedules depending on operational needs and individual availability.

Working hours are planned in advance to ensure stability, fairness, and predictable scheduling.

Remote work may be considered depending on role structure and operational requirements.