At a Glance
- Tasks: Manage customer inquiries and troubleshoot issues via phone, email, and ticketing systems.
- Company: Join Everfield, a dynamic company growing Europe's software ecosystem.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Work in a fun, collaborative team focused on innovation and success.
- Why this job: Be the first point of contact for customers and make a real difference in their experience.
- Qualifications: Strong problem-solving skills and experience in IT support are essential.
The predicted salary is between 35000 - 40000 £ per year.
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 access to a team of experts in building and growing European B2B Saa S companies who consult on financial and operational topics.
Founded in 2022, Everfield has an ecosystem presence in 9 countries, and growing.
About Depotnet Depotnet is an enthusiastic team of 50+, some of us with software & technology backgrounds, and others with specialties in telecoms, utilities, and infrastructure.
We all share a common goal, which is the number one Saa S solution of choice in the civil engineering, telecoms, utilities, and infrastructure space!
Nestled on the high street of Henley in Arden, we like to work hard and play hard, all in support of delivering greatness and spending time with people who like to have fun.
Alongside redefining civil engineering: we prioritise cultivating internal team relationships, where every connection is a pathway to innovation.
With our industry-leading product fuelling our success, driving us toward our ambitious growth plans.
About the Role
The Customer Support Officer will be responsible for day-to-day management of customer phone, email and ticket requests coming into the Customer Support team.
The successful candidate will be responsible for 1st level incident management and troubleshooting.
Investigating and replicating issues raised by customers.
Capturing detailed evidence, steps to reproduce, and relevant product information.
Create appropriate development tasks for issues that require fixes.
What you will do
- First point of contact: Receiving user inquiries via phone, email or Whats App.
- Ticket Logging & Triage: Accurately log, categorise and prioritise tickets based on urgency and business impact within the service desk platform.
- Issue Resolution: Troubleshoot and resolve common technical problems (e. g. password resets & software installations).
- Raising development cards: In a standard for our development team.
- Workarounds: Offer workarounds for bugs awaiting development time.
- Escalation: Route complex, unresolved issues to the appropriate second line or third line teams with clear documentation of the issue.
- Monitor ticket queues to ensure SLAs are met.
- Communicate progress to users clearly, managing expectations on resolution times.
- Escalate major incidents promptly and follow incident management procedures.
- Account Manging: Managing BAU clients focusing on maintaining day to day operations and acting as the primary point of contact.
- Knowledge Base: Create and manage a self-service knowledge base for our clients.
- Known Issues: Create and manage a knowledge base on known bugs.
Who We Are Looking For
- Problem-solving mindset with attention to detail.
- Ability to work under pressure and manage multiple tickets simultaneously.
- Familiarity with ticketing systems (e. g. Service Now, Zendesk, Freshdesk).
- Strong customer service and communication skills, including with non-technical users.
- Professional and effective written and verbal communicator
- Have intermediate Excel and MS office skills.
- Ability to work independently and as part of a team.
- Ability to translate complex technical issues into plain English descriptions.
- Experience working in IT support is essential, ideally in a similar business.
- Confident at answering the phone.
We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic status, responsibilities for dependants, physical or mental disability.
Any hiring decision is made based on skills, qualifications and experiences.
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Customer Support Officer employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doist. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Doist before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Doist!
How to prepare for a job interview at Doist
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
