Job Description Job Title: Information Technology Support Technician
Location: Bridgend (on-site)
Salary: £24,000 - £26,000 Per Annum
Job Type: Full time, Permanent
Working Hours: Monday to Friday – 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 UK. 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.
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 technical engineering teams
· 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 and/or Telecoms background with service desk experience is essential
· 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:
· Have an ICT and/or Telecoms background with service desk experience is essential
· 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