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Customer Support Technician

2 months ago

StocktonOnTees, United Kingdom Fitfactory Technology Full time

About us

Multi-Award-Winning Software Company, Fitfactory helps factories become leaner, fitter and more productive through digital technologies. Providing smart, simple, modular MRP software underpinned by real-time business intelligence and expert guidance on digital transformation, we combine over 25 years' industry expertise with innovative technology to support more than 300 UK manufacturers on their digital transformation and help them be fit for the future.


At Fitfactory, we believe in achieving more together and we are passionate about developing the talent within our business and supporting one another to achieve the very best for our customers. We believe in rewarding hard work and celebrate this with regular socials, events and internal awards.


Your role at Fitfactory

As a Customer Support Technician, you are a key member of the support team. You will provide fast and useful 1st & 2nd line technical assistance to questions raised by our customers using our software systems. You will answer queries on basic technical issues and offer advice to solve them.


An excellent Customer Support Technician must have good technical knowledge of our solutions and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and have patience in dealing with difficult customers.


The goal is to create value for clients that will help preserve the company’s reputation and business.


Responsibilities:

  • Be professional with customers.
  • Log/update tickets on FreshDesk system and manage until completion.
  • Send 3rd line development bugs/requests to Development team.
  • Liaise with other staff members to solve issues out of their expertise.
  • Be constantly learning and expanding knowledge domain.
  • Sell additional apps/user licenses where possible.
  • Inform Sales of possible leads.


Required Skills and Qualifications

  • Customer facing
  • Telephony
  • Quick problem analysis and resolution
  • Knowledge of RDMS (Microsoft SQL Server or similar)
  • Excellent knowledge of Windows, debugging/troubleshooting/viewing event logs.
  • Knowledge of MS Office and Ticketing/CRM tools
  • Good time management
  • Self-starter, self-motivated and willing to take complete ownership.
  • Upgrade app versions and server installs (Experience in IIS advantageous)


Desired Skills

  • A natural flair for technical problem solving and never letting a problem get the better of you.
  • Basic knowledge of IT networks/data transport protocols such as TCP/IP.
  • Knowledge of Fitfactory products (especially Tricorn Production)
  • Report/document fixing/writing using Crystal Reports or similar tools.
  • Previous experience of using a ticketing system.
  • Understanding of manufacturing processes


Experience

  • Customer service/IT Support: 2-4 year (preferred).