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.