Join our dynamic team at Fitfactory and seize the opportunity to become a 1st/2nd line Application Support Technician. We are a leading provider of MRP systems for over 300 UK manufacturing companies. As we continue to expand, we are seeking an individual who finds joy in investigating and resolving issues while delivering exceptional customer care.
Responsibilities:
• Provide dedicated 1st/2nd line support to our valued customers, ensuring their satisfaction and success.
• Handle phone calls with professionalism and courtesy, exhibiting excellent communication skills.
• Efficiently monitor and triage incoming support tickets according to existing SLAs.
• Demonstrate initiative in solving problems promptly and accurately, displaying a proactive attitude.
• Log support tickets in the CRM, taking ownership and managing them until resolution.
• Troubleshoot data-related issues, including customer data interrogation using SQL queries.
• Implement our Tricorn system for new customers, ensuring a smooth transition.
• Maintain and update the knowledge base in our help desk.
• Facilitate the migration of customer data from one server to another.
Key Skills and Experience:
• Minimum of 1 year of helpdesk experience.
• Strong analytical and problem-solving skills.
• Proficient in SQL with a solid understanding and experience.
• Ability to effectively manage and prioritize workload.
Beneficial Skills:
• Knowledge of ERP and CRM software (training provided).
• Familiarity with Microsoft Windows/Excel.
• Understanding of networks.
Additional Benefits
• On-site parking.
• Option for Hybrid Working.
• Progression into Implementation consultancy or product development role.
Company/Location: This position is based at our Stockton Head Office, where you will join our enthusiastic team. Fitfactory is dedicated to empowering our employees, unlocking their potential, and supporting their growth. We foster a culture that encourages career progression within various areas of the business.
Job Types: Full-time, Permanent
Salary: £20,000.00 to £24,000.00 per year
Don't miss this exciting opportunity to contribute to the success of manufacturing SMEs and enhance your career with Fitfactory.