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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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