Customer Support Technician

About Everfield

Everfield buys, builds, and grows European vertical market and specialist software companies, providing them with the tools they need to move to the next level. Our mission is to foster ambition, fuel growth, and unlock opportunities for Europe’s software ecosystem.

Companies in the Everfield ecosystem follow a decentralised model, maintaining their team, brand, and offices, while focusing on what they do best - building products and supporting customers. Everfield provides support in talent acquisition, HR, and a team of experts in building and growing European B2B SaaS companies consult on financial and operational topics from. Founded in 2022, Everfield has an ecosystem presence in 7 countries, and growing.

About us

Fitfactory, part of the Everfield Ecosystem, 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.

Fitfactory joined Everfield in 2023. The team is based in Stockton-on-Tees, UK.

What you will do:

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.

• 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.

What we are looking for:

• 2-4 years of experience in Customer Service / IT Support

• 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

Recruitment process:

Here’s what you can expect and who you will speak to during the interview process.

• Initial call with Talent Acquisition Lead

• Second interview with the Hiring Manager (via Teams, Operations Director)

• Final interview with Hiring Manager and CEO (in-person, Operations Director & CEO)

This role is hybrid, based in Stockton-on-Tees.

We look forward to reviewing your application!