Overview
Join Mapal Group as an End User Support Specialist in Edinburgh. The role involves being the primary responder to incoming end-user queries, delivering an excellent first impression by being knowledgeable, helpful, friendly, and genuinely caring about providing the best resolution. This position reports to the Team Lead End User Support UK & Nordics.
If you love tech, problem-solving, and want to grow your career in an international team that’s shaping the future of hospitality, we’d love to meet you!
Responsibilities
* Distinguish between user-related queries and system-related issues, then handle or re-assign appropriately.
* Maintain excellent case management of own cases, provide regular customer updates, and achieve SLA targets.
* Focus on reducing the volume of knowledge and process gap queries by creating and sharing knowledge articles (Help Centre).
* Advise on best practices and customer processes (Help Centre).
* Work closely with the Help Centre Admin.
* Continuously improve own product knowledge and technical skills, requesting training where required.
* Provide suggestions and support change to contribute to optimum service levels and efficiency.
Requirements
* Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.
* Ability to identify problems and opportunities and implement actions and solutions.
* Proven ability to manage work across teams and disciplines effectively.
* Ability to influence others through effective communication and negotiations.
* Multilingual is an asset (English, French, Spanish).
Skills
* Excellent oral and written communication skills.
* Strong personal organization and attention to detail.
* Strong people skills and the ability to work in a diverse, multi-cultural environment.
* Willingness to work flexible hours when required.
* Ability to work independently or as part of a team and the ability to take direction.
* Strong analytical and troubleshooting skills.
* Ability to cope with conflicting demands and prioritise in a rapid-growth environment.
Company values and culture
At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service drives us to become the clear market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With our continued expansion, we seek qualified candidates who share our vision, values, and commitment to superior customer service and market growth.
Our culture is shaped by six core values: Ownership; Think Big. These values drive everything we do, from supporting our customers to collaborating as a team. We look for individuals who bring passion, creativity, and ownership, embracing innovation to achieve ambitious goals.
You will have the opportunity to work alongside talented professionals in a dynamic environment where your ideas and expertise will have a direct impact. We foster professional growth, encourage innovation, and celebrate success together as one team.
We are committed to equal opportunities and creating an inclusive workplace where everyone is valued and respected.
Job details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Customer Service
* Industries: Hospitality and Software Development
#J-18808-Ljbffr