Technical Support Analyst
IPC Europe
Technical Support Analyst
Salary Not Specified
IPC Europe, Terriers, Wycombe
- Full time
- U
- Onsite working
Posted 2 weeks ago, 3 May | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: c52a75f6cf0242d78c70d2c042c597d8
Full Job Description
- Providing technical support to European and UK franchisees and store staff via phone or email as first point of contact while following SLA and escalating complex technical/digital issues to senior team members as in when required.
- Escalating hardware related issues to vendors and POS software issues to specialised internal teams,
- Maintaining accurate and complete record of all cases/incidents reported in our call logging system Service NOW
- Keeping up to date with information on new promotions, technology changes, ongoing major incidents, and software updates.
- Escalating trending issues reported to the technical support desk during calls to senior team members and Senior technical lead.
To provide excellent technical support, customer service and advice on all in store technology related issues for Subway® Franchisees and store staff. Knowledge of POS hardware ideally from a retail technology background is required with the ability to investigate and fix issues independently. - We are empowered - we have the freedom to make a difference together.
- We collaborate - we trust and depend on each other. We contribute. We succeed together.
- We deliver on our commitments - we deliver on our commitments together, individually, today and tomorrow.
- A structured onboarding programme.
- Time with the senior leadership team, as well as your colleagues and our Culture Champions.
- Training programmes to develop your skills and ways of working, focusing on feedback and management of work.
- Flexible working between the hours 8am - 6.30pm. We appreciate the juggle of life and home can be challenging and provide opportunities to flex your start and leave times.
- Excellent benefits package including enhanced pension contribution, healthcare, 25 days holiday, salary sacrifice schemes. Plus, we also provide breakfast and lunch items in the office!
- On-site parking
- A chance to volunteer at our nominated charities. In addition, you will get one volunteer day a year to work with your chosen charity.
- Recognition award schemes and a Summer and Winter event each year
If the candidate has a European language in French that would be advantageous.
The role will be on a rota working between the hours 7am to 6.30pm, after successful completion of probation period.
Subway® is one of the fastest growing Franchise networks in the world and the largest submarine sandwich chain, with more than 41,500 stores more than 4,800 of which are in Europe.
IPC EMEA, (formally IPC Europe), is a non-profit making organisation owned by Subway Franchisees in Europe. The organisation was established in 2001 to enable Subway Franchisees to benefit from the discounts that come from purchasing and supplying products in large volumes. Over time, the breadth of the services we provide, and our geographic reach has grown.
Our scope now goes beyond purchasing and supply chain management as we seek to have a positive impact on every Franchisees P&L, wherever possible. We work with service providers to offer Franchisees a range of optional services such as Wi-Fi, energy, pest control and card payments. Our aim is to ensure we select the best providers, offering the best quality services at competitive rates.
We also provide a range of in-house support services, value-add initiatives and retail technology solutions for restaurant teams to help with day-to-day operations.
Today, IPC EMEA operates on a global, regional, and local level to source high quality products at the best value for Franchisees, managing over £1.5 billion worth of contracts and partnering with other IPCs across the world where it makes sense to do so, to get the best possible service and prices.
We remain as focused on our mission today as we did 20 years ago, to help Subway Franchisees be more profitable and competitive today and for the future.
Our culture and values are at the heart of everything we do and are an important part of our hiring process. Our three values are:
How we support our employees …
Joining a new company can be daunting; we support everyone who has chosen IPC EMEA to develop their career with:
We actively support diversity, equity and inclusion and make sure that our employees are valued and treated with dignity and respect. We encourage everyone in our business to reach their potential.