Client Support and Hardware Specialist

About the Role

We’re looking for a technically confident Client Support Specialist who enjoys solving problems, helping people and taking ownership when something isn’t working as it should.

This isn’t a generic customer service role. You’ll support clients using DigiTickets’ ticketing, admissions and point-of-sale technology, helping them resolve a mixture of software, payment and hardware issues.

One moment, you might be remotely diagnosing a payment device that has stopped connecting; the next, you could be supporting a software update, investigating an online booking issue or helping a busy venue get its admissions hardware working again.

Our clients include visitor attractions, events, leisure venues and other busy customer-facing organisations. When their technology stops working, it can have an immediate operational impact. They need someone who remains calm, asks the right questions and takes responsibility for getting them back up and running.

You’ll be part of our wider Service Delivery team, working directly with clients by phone, support ticket, online chat and remote connection. You’ll also work closely with colleagues across Engineering, Project Management, Client Relationship Management and Business Development.

Above all, we’re looking for someone who combines strong client-support skills with practical hardware knowledge and a genuine interest in understanding how technology works.

About DigiTickets

• DigiTickets provides award-winning software solutions to the tourism, leisure and events industries.

• Trusted by more than 1000 venues globally, we process over one million ticket sales each month and approximately £700 million in revenue annually. Our clients include well-known organisations such as The National Trust, Imperial War Museums and Dublin Zoo.

• We’re an ambitious and forward-thinking company with a friendly, collaborative culture. Every member of the team has the opportunity to contribute ideas, improve how we work and make a visible difference to our clients.

• Great support at DigiTickets isn’t simply about answering the phone or closing a ticket. We take ownership, keep our clients informed and work hard to build lasting relationships.

What You’ll Be Doing

Client and Technical Support

• Respond to support requests by phone, ticket, online chat and remote connection.

• Diagnose and resolve software, hardware, payment and connectivity issues.

• Take ownership of cases and see them through to a clear conclusion.

• Keep clients informed throughout an investigation.

• Provide clear, step-by-step guidance to technical and non-technical users.

• Prioritise competing issues according to urgency, operational impact and agreed service levels.

• Identify when an issue requires escalation and work with the appropriate internal team to progress it.

• Record clear investigation notes, reproduction steps and impact summaries

Hardware and Payment Technology

• Configure, connect and troubleshoot payment terminals and related devices.

• Support the setup and replacement of admissions, ticketing and point-of-sale hardware.

• Diagnose issues affecting printers, scanners, tills, card readers and other peripherals.

• Investigate network and connectivity problems affecting client devices.

• Assist clients with software, firmware and device updates.

• Carry out remote checks and configuration changes safely and methodically.

• Test devices and systems to confirm that they are working correctly.

• Support new equipment installations and client go-lives where required.

Ticketing and Platform Support

• Investigate booking, admissions, ticketing, reporting, and system configuration queries.

• Help clients understand and effectively use the DigiTickets platform.

• Troubleshoot software, integration and transaction-flow issues.

• Support online, back-office and point-of-sale processes.

• Identify suspected defects and escalate them to Engineering with detailed supporting evidence.

• Assist new and existing clients with configuration, testing and go-live support.

Working Across the Business

• Work collaboratively with Engineering, Project Management, Business Development and Client Relationship Managers.

• Advocate for clients when wider investigation or escalation is required.

• Share recurring issues, risks and client feedback with the wider team.

• Contribute to internal guidance, troubleshooting resources and our shared knowledge base.

• Help improve our support processes and the overall client experience.

We provide customer support from 08:00–20:00, seven days a week, with your 37.5-hour week worked across a structured rota of morning, late and occasional weekend shifts. Rotas are planned months in advance, giving you plenty of notice and consistency around your working pattern.

This is a hybrid role, with core weekday hours primarily based from our Exeter Office. Once you've successfully completed your probation, evening and weekend shifts will be introduced and can be worked remotely, giving you greater flexibility around your rota.

What we offer

• £27,000–£30,000 depending on experience

• 25 days' holiday pro rata, plus Bank Holidays and your Birthday.

• Time off in lieu for Bank Holidays worked

• NEST pension

• Discretionary company bonus

• Company and department events throughout the year

• Annual training budget to support your development

You may already work in technical support, payment technology, ticketing, EPOS or hardware services.

Alternatively, you may have developed strong practical technology skills while working in a visitor attraction, event venue, leisure organisation or busy retail environment. You might be the person your colleagues rely on when the ticket scanners, tills, printers, card terminals or network stop behaving.

Essential

• Experience providing client support or technical support in a busy environment.

• Practical experience setting up, supporting or troubleshooting hardware and connected devices.

• Experience working with payment devices, card terminals or payment-related technology.

• Confidence performing software or device updates and supporting users remotely.

• Strong analytical and methodical troubleshooting skills.

• A good understanding of basic networking, connectivity and device communication.

• Excellent written and verbal communication skills.

• The ability to explain technical issues clearly to non-technical users.

• The confidence to manage several priorities while maintaining attention to detail.

• A calm, organised and client-focused approach.

• A willingness to take ownership of problems through to resolution.

Particularly Valuable

• Experience within the events, ticketing, visitor-attraction or leisure industry.

• Experience supporting technology in a busy retail, hospitality or customer-facing environment.

• Knowledge of admissions systems, ticket scanners, access-control devices or EPOS hardware.

• Experience configuring payment terminals or PDQs.

• Experience with remote-support tools and case-management platforms.

• Understanding of payment systems and transaction flows.

• Experience supporting installations, replacements or client go-lives.

• Basic SQL, database or reporting knowledge.

• Experience diagnosing integrations or interpreting system logs.

You don’t need to meet every desirable requirement. If you have a strong technical foundation, enjoy helping clients and are keen to learn, we would still like to hear from you.

About You

You’re naturally curious and don’t stop at “it isn’t working.” You want to understand what has happened, identify the cause and find the right solution.

You’re equally comfortable speaking with a busy venue manager, remotely configuring a payment device and documenting a technical issue for an Engineering team.

You understand that effective support is about more than technical knowledge. It also means setting expectations, communicating clearly and making sure the client feels supported throughout the process.

You’ll thrive in this role if you:

• Enjoy solving practical and technical problems.

• Remain calm when an issue is urgent or operationally disruptive.

• Communicate confidently without relying on unnecessary technical jargon.

• Take responsibility rather than passing problems from one person to another.

• Work well independently while knowing when to ask for another perspective.

• Enjoy learning new systems, devices and ways of working.

• Care about providing a genuinely excellent client experience.