Customer Support Technician

Job Title: Customer Support Technician

Location: Bridgend (on-site)

Salary: £23,000 – £25,000 Per Annum

Job Type: Full time, Permanent

Working Hours: 40 Hours Per Week. Days required will be 5 days per week out of Monday to Sunday, with some weekend working required. 8 Hours Per day between the hours of 08:00 to 18:00.

Expected Start Date: 22^nd July 2024

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 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.

Key Responsibilities:

• Answering the phone to inbound calls from customers who require technical help
• Ensuring customer faults and incidents are responded to and resolved within SLAs
• Demonstrate 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 team
• Investigating and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues
• 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 consistently giving a first-class service
• Provide additions and updates to existing process documentation, ensuring we keep solutions up to date

Job Experience Required:

• Have an ICT background with 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 using CRMs and documentation solutions

Renumeration and Benefits:

• Basic Salary of £23,000 – £25,000
• Staff Share Equity Scheme
• New customer referral incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1st Line Helpdesk Engineer, IT Support Technician, Support Technician, IT Support Engineer, Technical Support, 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician may also be considered for this role.