Partner Support Technician
Location: Bridgend, South Wales (travel is expected as part of this role)
Salary: £28,000 - £30,000 per annum
Job Type: Full Time / Permanent
Working Hours: 5 days per week, 8 hours per day during our open hours of Monday to Sunday; 08:00 to 18:00
Who are we
Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.
When you join Flotek Group you join our "Purple Army" and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a "Wow"
The role
We are looking for an enthusiastic customer service-focused individual with previous experience of working within an IT and 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.
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.
What we're looking for
* Have at least 2 years' experience an ICT and/or Telecoms Helpdesk/Service Desk
* 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
Benefits
* Salary dependent on experience within range of £28,000 - £30,000 per annum
* EMI Share Equity Scheme – own a slice of the "Purple Pie."
* Day off for your birthday.
* Day off for other life's milestones – such as weddings, moving house, child's first day at school, or religious holidays.
* Give back day to support your chosen charity.
* Savings on gym memberships, shopping and other discounts available through Perkbox.
* Variety of social events & team building opportunities are available.
* Opportunities for professional development and career progression.
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
* Additional leave
* Company pension
* Employee discount
* Health & wellbeing programme
* On-site parking
* Referral programme
Work Location: In person