About this role
Lolly is a digital commerce specialist supporting hospitality and retail SMEs across the UK. We are looking for a motivated 1st Line Customer Support Engineer to join our growing support team. This role focuses on providing first-class technical assistance to customers using Lolly EPOS solutions.
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.
Skills, Knowledge & Experience
- 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.
Lolly provides enterprise-level EPOS solutions to hospitality and retail SMEs across the UK. Our platform scales seamlessly from single-site businesses to multi-location operations, offering real-time inventory, reporting, and management tools. We partner closely with our customers, providing end-to-end support as their businesses grow.