Customer Support Technician

JR United Kingdom; Pencoed; On-site; GBP 26,000 - 28,000; Full time

Job summary

A leading tech company in the UK is seeking a Customer Support Technician to provide exceptional technical assistance. The role involves troubleshooting issues and ensuring customer satisfaction through effective communication. Join a dynamic team focused on delivering first-class service and enjoy benefits like a staff share equity scheme and increasing holiday entitlement.

Benefits

Staff Share Equity Scheme

21 Days Holiday increasing to 25 with 4 years of service

Qualifications

• Experience in ICT and/or Telecoms service desk is essential.
• Solid experience in customer service with excellent communication skills.

Responsibilities

• Answer inbound calls from customers requiring technical help.
• Troubleshoot and resolve software and hardware issues remotely.
• Ensure customer faults are responded to within SLAs.

Skills

Customer Service

Communication

Teamwork

Tools

CRM

Job description

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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 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:

• 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 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:

• Staff Share Equity Scheme

• 21 Days Holiday increasing to 25 with 4 years of service