Out of Hours Technical Support Coordinator
Location: Hybrid – Gosforth, Newcastle office and from home.
Salary: Competitive, dependent on experience
About the Role
We are looking for a proactive and technically minded Out of Hours Technical Support Coordinator to join our growing support team. This role is critical in ensuring our venues and customers receive exceptional support outside of standard business hours, helping to keep our photo booths operating smoothly.
You will be the first point of contact for technical and operational support requests, providing fast, professional, and friendly assistance across our hardware, software, payment systems, and cloud‑based platforms.
This is an excellent opportunity for someone with strong troubleshooting skills who enjoys solving technical challenges while delivering outstanding customer service.
Key Responsibilities
Customer & Venue Support
- Deliver exceptional service to venues and customers through prompt, professional, and friendly support.
- Act as the first point of contact for all venue support enquiries.
- Respond to calls, emails, and support tickets efficiently and positively.
- Troubleshoot and resolve issues quickly, escalating where necessary.
- Maintain accurate records of all communications, actions, and resolutions.
Freshdesk Administration
- Log, manage, and close support tickets within Freshdesk.
- Monitor response and resolution times to ensure service standards are met.
- Identify recurring issues and trends to help improve processes and customer experience.
Technical Support
- Provide first and second-line support for our proprietary CMS and Photobooth Controller Application (PCA).
- Troubleshoot content delivery, cloud synchronisation, device connectivity, and system performance issues.
- Analyse application, system, and hardware logs to identify root causes and implement solutions.
- Deliver remote technical support using TeamViewer and other remote management tools.
- Support payment processing systems, including Nayax payment terminals and integrations.
- Diagnose and resolve printer‑related issues, including connectivity, drivers, media, and print quality.
- Escalate complex issues to development and engineering teams with detailed diagnostics and supporting evidence.
- Maintain technical documentation, support records, and knowledge base articles.
- Work closely with internal teams using Microsoft Teams and Jira to manage incidents and communicate updates.
- Contribute to continuous improvement initiatives and knowledge sharing across the business.
- Manage multiple support requests effectively while maintaining high service standards.
Skills & Experience
- Strong troubleshooting and problem‑solving abilities with a methodical approach to issue resolution.
- Experience analysing application, system, and hardware logs.
- Experience using TeamViewer or similar remote support tools.
- Good understanding of Microsoft Windows environments, including Windows IoT Enterprise.
- Excellent written and verbal communication skills.
- Strong organisational skills and attention to detail.
- Ability to prioritise workload and remain calm under pressure.
- Experience working with ticketing systems and project management tools such as Jira.
- Comfortable working independently during out‑of‑hours shifts.
- Familiarity with Node.js and Git.
- Experience supporting integrated hardware solutions, including printers, cameras, payment devices, and peripherals.
- Knowledge of Nayax payment systems or similar cashless payment platforms.
- Understanding of photography fundamentals, including camera settings, lighting, exposure, image quality, and studio setup considerations.
- Experience supporting cloud‑based applications and content deployment workflows.
- You will work with some of the world’s leading brands, with exciting opportunities for growth and the chance to be part of the Snaparazzi success story.
- Comprehensive training on our CMS, PCA platform, cloud infrastructure, content deployment processes, and supported hardware ecosystem.
- Competitive salary and benefits package.
- Hybrid working following probation.
- Modern Gosforth HQ with excellent transport links.
If you’re passionate about technology and customer service and enjoy working independently to solve challenges, we’d love to hear from you.
#J-18808-Ljbffr…