Job Title: Technical Customer Service
Location: Swansea
Salary: £21,000.00 – £23,000.00
Job Type: Full time
Working Hours: Monday to Friday – 9am to 5.30pm
About Flotek:
Flotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses.
With 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 preferable some previous experience of working within the ICT sector.
You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their call with a view to help and close that ticket immediately. If you are unable to assist due to knowledge, you will be responsible for triaging the call by taking all relevant information and passing it through to the engineering team.
Job Responsibilities:
- Answering the phone to inbound calls from customers who require technical help
- Troubleshoot and resolve software and hardware issues remotely over the phone and by email and if you are unable to resolve at first point of contact, you will be expected to triage the incident / request and pass it onto the engineering team
- Investigating and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues
- Ensuring customer faults and incidents are resolved within SLA’s
- Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Ensuring all open cases are updated with relevant information and customers are regularly updated
- Responsible for giving a first-class service at all times
Job Experience Required:
- Have an ICT background with 1st line service desk experience is preferred
- Solid experience in customer service (excellent verbal and written communication skills required)
- Loves working as part of a team
- Comfortable with using CRM’s and documentation solutions
Benefits:
- Staff Share Equity Scheme
- New customer referral incentive
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
Candidates with the relevant experience or job titles of: IT, IT Helpdesk, IT Support Engineer, IT Customer Support, Helpdesk, IT Support, IT Support Technician, Infrastructure Engineer, 2nd Line Infrastructure Engineer, 3rd Line Infrastructure Engineer, 2nd Line Support Engineer, 2nd Line Support, ICT Systems Engineer, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, Technical Support Technician, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support, IT Technician, Information Technology, IT, 1st Line, 2nd Line, Technical Support Engineer, Technical Customer Support, Tech Support, Tech Support Services, Customer Support, IT, Customer Services, Remote Support, Engineer may also be considered for this role.
