End User Support Specialist - #2079137

Join us! Mapal Group is on the lookout for an End User Support Specialist in Edinburgh

If you love tech, problem-solving, and want to grow your career in an international team that’s shaping the future of hospitality, we’d love to meet you!

The core responsibility of this role is to be the primary responder to incoming end-user queries, creating an excellent first impression by being knowledgeable, helpful, friendly, and genuinely caring about providing the best resolution. This person will report to the Team Lead End User Support UK & Nordics.

Monitoring and driving solution knowledge internally and externally.

Ensuring availability of digital information to drive the Customer Help Centre.

Act as the evangelist of our Help Centre and Self-Help philosophy.

Responsibilities

Distinguish between user related queries and system related issues, before handling/ re-assigning appropriately.

Excellent case management of own cases, providing regular customer updates and achieving SLA.

Focus on reducing volume of knowledge and process gap queries raised o Creating and sharing knowledge articles (Help Centre).

Advising of best practice/customer process (Help Centre).

Work closely with the Help Centre Admin.

Constantly improving own product knowledge and technical skills, requesting training where required.

Provides suggestions and supports change, contributing to optimum service levels and efficiency.

Requirements

The successful candidate will have:

Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.

Ability to identify problems and opportunities as well as offer or implement actions and solutions.

Proven ability to effectively manage work across teams and disciplines.

Training or Training content development experience a plus.

An ability to influence others through effective communication and negotiations.

Multi-lingual is an asset (English, French, Spanish).

Skills

Excellent oral and written communication skills.

Excellent personal organization skills and attention to detail.

Strong people skills. Ability to work well with a diverse multi-cultural environment.

Willingness to work flexible hours when required.

Ability to work independently or as part of a team and ability to take direction is a must.

Strong analytical and troubleshooting skills.

Ability to cope with conflicting demands and prioritize and adapt in a rapid growth environment.

About Mapal

At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service drives us to become the clear market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With our continued expansion, we seek qualified candidates who share our vision, values, and commitment to superior customer service and market growth .

Our Values

At Mapal, our culture is shaped by six core values:

Commitment

Customer Obsession

One Team

Ownership

Resilience

Think Big

These values drive everything we do, from supporting our customers to collaborating as a team. We look for individuals who bring passion, creativity, and ownership, embracing innovation to achieve ambitious goals.

Why Join Us?

You will have the opportunity to work alongside talented professionals in a dynamic environment where your ideas and expertise will have a direct impact. We foster professional growth, encourage innovation, and celebrate success together as one team .

We are committed to equal opportunities and creating an inclusive workplace where everyone is valued and respected