Customer Support Officer

Depotnet Ltd; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A customer-focused technology company is seeking a Customer Support Officer in Birmingham. This role involves managing customer inquiries via phone, email, and tickets, along with troubleshooting software systems and payment terminal issues. Ideal candidates will have strong communication skills, experience in IT support, and a knack for problem-solving to enhance internal processes.

Qualifications

• Professional written and verbal communicator.
• Ability to work independently and as part of a team.
• Experience working in IT support is desirable.

Responsibilities

• Manage customer phone, email, and ticket requests.
• Perform 1st level incident management for software platforms.
• Proactively improve internal processes.

Skills

Professional communication

Intermediate Excel skills

Problem-solving skills

Customer service experience

Tools

Microsoft Office

Job description

The Customer Support Officer will be responsible for day-to-day management of customer phone, email and ticket requests, interfacing with their Project and Operational teams.

The successful candidate will be responsible for 1st level incident management and troubleshooting of both industry standard and bespoke software operating platforms and payment terminal systems.

Responsible for performing daily checks on their technology platforms, reporting on outcomes and escalating issues.

Proactively working to improve internal processes, and identification of potential opportunities to replace or implement new solutions.

Requirements and General Skills:
• 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 desirable
• Confident at answering the phone
• Customer service experience in Retail or Hospitality would be advantageous

Technical Skills:
• Understanding of basic IT, Microsoft Office etc.
• Good problem-solving skills
• Experience in the Civil Engineering or Utilities Sector advantageous but not necessary.