Aeguana is an award-winning automated retail technology (think vending!) and experiential marketing company. By working with some of the world's leading vending operators and retail brands, Aeguana has developed cutting edge software and is on a mission to reinvent vending. Our technology enables us to deliver extremely high levels of customisation to vend a variety of items and engage customers at point of sale in unique ways. We share a passion for doing what others say can’t be done, blending engineering, industrial design and digital technology while constantly innovating to develop amazing products for our clients. We understand that every brand is unique, and we work closely with each client to ultimately engage their customers through automated retail solutions, in-store retail concepts, and experiential marketing campaigns. Our high profile clients include WHSmiths, Co-Op, Premier Inn and the NHS.

We are seeking a Technical Support Agent being the first touch point for all types of questions, requests and issues our clients may have. Acting as 2nd level support for the clients, we’re looking for a great communicator with multitasking capabilities, resilience and logical thinking. Due to our growth rate, There will be a steep learning curve and this will provide several development opportunities out of role. Consequently we also encourage graduates  to apply for this role.

Main responsibilities

  • Responding to client support queries of all types and deliver excellent customer service
  • Providing support by mail, over the phone, or via remote access according to agreed response times
  • Diagnosing issues by remote accessing devices, finding the root cause of the issue or request
  • Talking clients through basic problem-solving processes
  • Providing basic user training to avoid recurring issues
  • Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
  • Supporting clients in managing their machines/ vending systems
  • Document technical knowledge in the form of notes and manuals
  • Following up with clients on unresolved issues
  • Completing support tickets
  • Taking responsibility for your own continuous professional development
  • Supporting of the operational duties in the wider business

Essential experience / qualities

  • Enjoys helping clients and likes troubleshooting in a technical and agile environment
  • Work experience as a Technical Support Engineer, Vending Customer Care, IT Help Desk Technician, or similar role. Also graduates are welcome to apply
  • Familiarity with customer care  applications (e.g., Freshdesk)
  • Excellent analytical and diagnostic skills
  • High-level communication skills
  • Ability to troubleshoot complex hardware and software issues
  • Patience and understanding
  • Ability to provide step-by-step technical help, both written and verbal
  • Good spoken English, further languages are beneficial

What else is on offer?

  • Competitive salary package and comprehensive benefits package.
  • Full training provided and exceptional learning opportunities.
  • Comprehensive health insurance through Vitality offered after completing probation.
  • Opportunities for professional growth and career advancement.
  • Collaborative and inclusive work environment that encourages innovation and creativity.
  • Cutting-edge products with the latest technologies and tools.
  • Work-life balance with flexible working hours and the option for remote work.
  • Supportive and experienced team members, fostering a culture of knowledge sharing and mentorship.

Location: Aeguana Offices, London UK, Woolwich

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