Technical Support Agent

Boost inc provides unparalleled concepts for unattended retail by creating stand-out, efficient and sustainable experiences that combine hardware, software, and a deep understanding of the needs of vending operators, machine manufacturers, caterers and brands. With the majority of our footprint in Europe, we create engaging points of sale in the following product categories: Coolers and smart solutions, checkouts and micro markets, coffee and vending machines. Today, Boost inc has 130 + employees and operates in several countries. We focus on transforming digital vending equipment into interactive and digital points of sale and help our customers to streamline their operations to earn more for existing locations and capture future growth opportunities. As well as working with leading operators and retailers, we deploy our equipment through our own operation via Boostbar - currently the fastest growing operator in Switzerland. Headquartered in Zurich, Boostbar is committed to leading the transition towards healthy, sustainable and personal refreshment choices at work and on-the-go.

We are seeking a Technical Support Agent being the first touch point for all types of questions, requests and issues our clients may have. Acting as 2nd level support for the clients, we’re looking for a great communicator with multitasking capabilities, resilience and logical thinking. Due to our growth rate, There will be a steep learning curve and this will provide several development opportunities out of role. Consequently we also encourage graduates  to apply for this role.

Responsibilities

• Responding to client support queries of all types and deliver excellent customer service
• Providing support by mail, over the phone, or via remote access according to agreed response times
• Diagnosing issues by remote accessing devices, finding the root cause of the issue or request
• Talking clients through basic problem-solving processes
• Providing basic user training to avoid recurring issues
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
• Supporting clients in managing their machines/ vending systems
• Document technical knowledge in the form of notes and manuals
• Following up with clients on unresolved issues
• Completing support tickets
• Taking responsibility for your own continuous professional development
• Supporting of the operational duties in the wider business.

Requirements

• Enjoys helping clients and likes troubleshooting in a technical and agile environment
• Work experience as a Technical Support Engineer, Vending Customer Care, IT Help Desk Technician, or similar role. Also graduates are welcome to apply
• Familiarity with customer care  applications (e.g., Freshdesk)
• Excellent analytical and diagnostic skills
• High-level communication skills
• Ability to troubleshoot complex hardware and software issues
• Patience and understanding
• Ability to provide step-by-step technical help, both written and verbal

Our offer

• Attractive remuneration
• Private health insurance subject to successful completion of probation (6 months)
• Free fruit, snacks and discounted in-office healthy meals (and some less healthy ones!)
• Exceptional learning opportunities. You will be part of a fast growing scale-up with a dynamic team, with the opportunity to learn from a highly talented group of people. 
• On-site parking
• Relaxed dress code in the office

Location: Woolwich, East London. Please note that there is an expectation that the role-holder will be comfortable being on site in line with business needs – while there is some flexibility, due to the nature of the role there are weeks when you may need to be in the office every day.