Customer Support Technician

Fitfactory Technology; Stockton-on-Tees; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Support Technician to join their dynamic team. In this role, you will provide essential 1st and 2nd line support, assisting customers with technical issues related to innovative software solutions. Your technical knowledge and effective communication skills will be crucial in resolving queries and ensuring customer satisfaction. This hybrid position offers the opportunity to work closely with a talented team, contribute to the company's reputation, and grow within a supportive environment. If you are self-motivated and passionate about customer service, this role is perfect for you.

Benefits

Regular Socials

Internal Awards

Professional Development Opportunities

Qualifications

• 2-4 years of experience in Customer Service or IT Support.
• Strong problem analysis and resolution skills.

Responsibilities

• Provide 1st & 2nd line technical assistance to customers.
• Log and update tickets on FreshDesk until resolution.

Skills

Customer Service

IT Support

Problem Analysis

Telephony Experience

Time Management

Tools

FreshDesk

Microsoft SQL Server

MS Office

Ticketing/CRM tools

Job description

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Fitfactory, part of the Everfield Ecosystem, helps factories become leaner, fitter, and more productive through digital technologies. We provide smart, simple, modular MRP software supported by real-time business intelligence and expert guidance on digital transformation. With over 25 years of industry expertise, we support more than 300 UK manufacturers in their digital transformation to be future-ready.

At Fitfactory, we believe in achieving more together and are passionate about developing our talent and supporting each other to serve our customers best. We reward hard work with regular socials, events, and internal awards.

What you will do

As a Customer Support Technician, you will be a key member of the support team, providing fast and effective 1st & 2nd line technical assistance to our customers using our software systems. You will handle queries on basic technical issues and advise on solutions.

An excellent Customer Support Technician should have good technical knowledge of our solutions, effective communication skills to understand and explain problems, and a customer-oriented attitude with patience for difficult customers. The goal is to create value for clients, preserving the company’s reputation and business.

• Maintain professionalism with customers.
• Log and update tickets on FreshDesk and manage until resolution.
• Report bugs and development requests to the Development team.
• Collaborate with team members to resolve issues beyond your expertise.
• Continuously learn and expand your knowledge.
• Promote additional apps and licenses where appropriate.
• Inform Sales of potential leads.

What we are looking for

• 2-4 years of experience in Customer Service or IT Support.
• Telephony experience.
• Strong problem analysis and resolution skills.
• Knowledge of RDMS (Microsoft SQL Server or similar).
• Excellent knowledge of Windows, troubleshooting, and viewing event logs.
• Proficiency with MS Office and Ticketing/CRM tools.
• Good time management skills.
• Self-motivated, proactive, and willing to take ownership.
• Experience with app upgrades and server installations (IIS experience advantageous).

Desired Skills

• Natural problem-solving ability and resilience.
• Basic understanding of IT networks and protocols like TCP/IP.
• Knowledge of Fitfactory products, especially Tricorn Production.
• Experience with reporting tools such as Crystal Reports.
• Previous experience with ticketing systems.
• Understanding of manufacturing processes.

Recruitment process

Here’s what to expect during the interview process:

• Initial call with Talent Acquisition Lead.
• Second interview with the Hiring Manager via Teams (Operations Director).
• Final in-person interview with the Hiring Manager and CEO.

This role is hybrid, based in Stockton-on-Tees. We look forward to your application!

Additional details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: Software Development and Manufacturing

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