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Head of Customer Experience | Senior Customer Service Leader | People focused, customer driven, and operationally minded leader, with over 14 years…
Job Position: Customer Support 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: £26k - £28k per annum, with potential £3k per annum performance related bonus
About Flotek:
Flotek Group are a fast-growing Tech Company providing IT and Communications technology to small & medium businesses.
We have regional sales and support locations across the UK. Our growth is driven by our core values, with every product and service delivered with expertise, passion, and heart.
About the Role:
We are seeking an enthusiastic customer service-focused individual with experience in the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.
You will handle inbound calls requiring technical assistance, triage calls to resolve issues, and pass unresolved queries to the engineering team.
Job Responsibilities:
* Answer inbound calls from customers needing technical help
* Respond to and resolve customer faults and incidents within SLAs
* Demonstrate ownership, accountability, and strive for ‘First Call Resolution’
* Troubleshoot and resolve software and hardware issues remotely; triage unresolved issues to the engineering team
* Monitor Telecoms, ICT, network, workstation, laptop, and application performance issues
* Communicate clearly with end-users, colleagues, and management to resolve issues promptly
* Keep case updates current and inform customers regularly
* Provide excellent customer service consistently
* Contribute to process documentation updates
Job Experience Required:
* ICT and/or Telecoms background with service desk experience
* Strong customer service skills, both verbal and written
* Team player
* Experience using CRMs and documentation tools
Remuneration and Benefits:
* Staff Share Equity Scheme
* 21 Days Holiday, increasing to 25 with 4 years of service
* Perkbox benefits package
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Technology, Information and Media
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