Tevalis is a well-established and rapidly growing industry-leading EPOS, Enterprise, and integrated technology solutions provider with offices in the UK, Middle East, and APAC regions. Using our development expertise and industry knowledge, we build in house EPOS systems, solutions, and services to the hospitality industry of all shapes and sizes, from single independent operators to enterprise multi-site chains and leading brands. We currently support on-premises systems and enterprise platforms for more than 2,000 operators globally. Our clients operate in key sectors that include Restaurants, Food Halls, Pubs and Clubs, Quick Service and Kiosks, Hotels, Theatres and Cinemas, Private Members’ Clubs, Hotels, Leisure Venues and Stadia & Arena.
We are looking for an *Integrations Technician *to join our Support Team at Bridgehead Business Park, Hessle. The primary purpose of the *Integrations Technician* is to serve as the first line of support for our customers in the hospitality industry, ensuring that their experience with our EPOS technology is seamless and efficient. This role is responsible for promptly receiving, responding to, and resolving software integration issues that impact our customers' ability to perform their jobs effectively. By providing timely and effective solutions, you will play a crucial role in maintaining customer satisfaction and trust in our technology.
In addition to troubleshooting and resolving technical issues, the *Integrations Technician* will also be involved in the onboarding process for new and existing clients, ensuring that integrations are set up correctly and function smoothly. This role requires close collaboration with various departments, including development, projects, and partnerships, to provide comprehensive support and updates to clients. The *Integrations Technician* is a key point of contact for clients, expected to display high levels of professionalism and customer service at all times.
_Please note we do not offer sponsorship and full right to work in the UK on a permanent basis is required._
*Role and Responsibilities*
* Investigate and resolve integrations queries, providing support and expert knowledge by phone, email and other channels as required.
* Handle break/fix cases promptly to ensure resolution within SLA.
* Escalate as appropriate and work closely with internal teams (e.g. Projects, Partnerships Commercial team, etc) to ensure continued investigation and prompt resolutions.
* Accurately record details of customer contact and activities carried out in the ticketing system.
* Liaise with 3rd parties, building productive relationships with multiple contacts to enable quick resolution of queries and issues.
* Be the voice of the customer within Tevalis and ensure regular updates are provided to keep the customer informed of the status of their case.
* Assist with the pilot and testing (particularly User Acceptance Testing – UAT) of new integrations.
* Implement the integrations onboarding processes for new and existing clients.
* Deliver simple training sessions to clients particularly when onboarding to a new integration.
* Support documentation updates by highlighting misalignment and, in some cases, update documents personally (with authorisation from your Support Manager) to ensure accurate, up-to-date information.
*Required Skills, Experience & Personal Qualities*
* Familiarity with troubleshooting hardware and software issues (preferably within EPOS systems).
* Skilled in liaising with 3rd party and internal teams to resolve issues efficiently.
* Familiarity with onboarding processes and software integrations including setup, configuration and training.
* Ability to communicate clearly and empathetically with clients via multi-channel support.
* Capable of root cause analysis and problem solving.
* Experience of telephony and ticketing systems (preferably Halo) as well as knowledge management systems.
* Ability to work as part of a close team and also with cross functional teams and 3rd parties.
* Strong written communication skills to enable accurate documentation compilation.
* Experience in UAT and pilot testing is advantageous.
* Skilled at prioritising tasks with a focus on ensuring timely resolution of customer issues.
* Experience in the hospitality industry is preferred but not essential.
*Benefits*
* Salary: Up to £28,823 depending on experience.
* Additional holidays: 25 days plus bank holidays, plus up to 5 extra days for 5 years service (pro rata)
* Birthday off: Paid day off on your birthday
* Enhanced company sick pay: Above statutory requirements
* Enhanced maternity pay: Supporting working families
* Enhanced paternity pay: Supporting working families
* Death in service life insurance: 3 x salary from from day 1
* Leave policies: Bereavement, compassionate, and special circumstances leave
* Employee referral programme: Earn rewards for successful referrals
* Employee Assistance Programmes: Including Unum Help@Hand, Coyle Health & Well-being, and access to the on site gym at Bridgehead Business Park, along with employee perks and discounts platform
* Free on-site parking: No parking costs at our Hessle office
* Company pension: 3% employer contribution, 5% employee contribution
* Branded workwear: Professional appearance support
Job Types: Full-time, Permanent
Pay: Up to £28,823.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site gym
* On-site parking
* Referral programme
* Sick pay
Ability to commute/relocate:
* Hessle HU13 0DH: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person