Job Description
Job Position : Helpdesk Technician
Job Location: Bridgend
Working Hours: Monday to Sunday – 08:00 to 18:00 (5 days per week, 8 hours per day during this times)
Salary: Dependant on experience
About Flotek:
Flotek Group are a fast growing Tech Company 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.
Job Responsibilities:
•\tAnswering the phone to inbound calls from customers who require technical help
•\tEnsuring customer faults and incidents are responded to and resolved within SLAs
•\tDemonstrate ownership, accountability, and strive for ‘First Call Resolution’
•\tTroubleshoot 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
•\tInvestigating and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues
•\tCommunicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
•\tEnsuring all open cases are updated with relevant information and customers are regularly updated
•\tResponsible for consistently giving a first-class service
•\tProvide additions and updates to existing process documentation, ensuring we keep solutions up to date.
Job Experience Required:
•\tHave an ICT and/or Telecoms background with service desk experience is essential
•\tSolid experience in customer service (excellent verbal and written communication skills required)
•\tLoves working as part of a team
•\tComfortable using CRMs and documentation solutions
Renumeration and Benefits:
•\tStaff Share Equity Scheme
•\tNew customer referral incentive
•\tOnsite Parking
•\t21 Days Holiday increasing to 25 with 4 years of service
•\tPerkbox benefits package