Job Description
Job Title: Customer Support TechnicianLocation: Bridgend (on-site)Salary: £23,000 – £25,000 Per AnnumJob Type: Full time, PermanentWorking Hours: Monday to Sunday – 08:00 to 18:00 (5 days per week, 8 hours per day during this times)About Flotek: Flotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses.We have regional sales and support locations across the South West. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.About the Role:We are looking for an enthusiastic customer service-focused individual with previous experience of working within the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and passing it through to the engineering team.Please note that candidates must have the right to live and work in the UK and live within a commutable distance to Bridgend to be considered for this role.Key Responsibilities: Answering the phone to inbound calls from customers who require technical helpEnsuring customer faults and incidents are responded to and resolved within SLAsDemonstrate ownership, accountability, and strive for ‘First Call Resolution’Troubleshoot and resolve software and hardware issues remotely over the phone and by email. If you are unable to resolve at first point of contact, you will be expected to triage the query and pass it onto the engineering teamInvestigating and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issuesCommunicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfactionEnsuring all open cases are updated with relevant information and customers are regularly updatedResponsible for consistently giving a first-class serviceProvide additions and updates to existing process documentation, ensuring we keep solutions up to date. Job Experience Required: Have an ICT and/or Telecoms background with service desk experience is essentialSolid experience in customer service (excellent verbal and written communication skills required)Loves working as part of a teamComfortable using CRMs and documentation solutions Renumeration and Benefits: Have an ICT and/or Telecoms background with service desk experience is essentialSolid experience in customer service (excellent verbal and written communication skills required)Loves working as part of a teamComfortable using CRMs and documentation solutions