Customer Support Officer at Everfield in Henley-in-Arden, England, GB

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 SaaS 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 SaaS 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 WhatsApp**.**
• 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. ServiceNow, 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.

We look forward to receiving your application!