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- Tasks: Assist customers with technical issues via phone and email, ensuring quick resolutions.
- Company: Flotek Group is a dynamic tech company supporting small and medium businesses across the UK.
- Benefits: Enjoy a competitive salary, share equity, referral incentives, onsite parking, and a perks package.
- Why this job: Join a passionate team focused on customer satisfaction and personal growth in a thriving industry.
- Qualifications: Experience in ICT or Telecoms with strong customer service skills is essential.
- Other info: Flexible working hours and opportunities for career advancement await you!
The predicted salary is between 22000 - 24000 £ per year.
Job Location: Bridgend
Working Hours: Monday to Sunday – 08:00 to 18:00 (5 days per week, 8 hours per day during these 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 closing that ticket. If you are unable to assist, you will be responsible for 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 monitoring 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
- New customer referral incentive
- Onsite Parking
- 21 Days Holiday increasing to 25 with 4 years of service
- Perkbox benefits package
Locations
Customer Support Technician employer: Flotek Group Limited
Contact Detail:
Flotek Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Technician
✨Tip Number 1
Familiarise yourself with common ICT and Telecoms issues. Understanding the typical problems customers face will help you demonstrate your knowledge during the interview, showing that you're ready to tackle real-world challenges.
✨Tip Number 2
Practice your communication skills. Since this role requires excellent verbal communication, consider role-playing scenarios with a friend or family member to improve your ability to explain technical concepts clearly and concisely.
✨Tip Number 3
Research Flotek Group and their values. Understanding the company's mission and culture will allow you to tailor your responses in the interview, demonstrating that you align with their goals and are genuinely interested in being part of their team.
✨Tip Number 4
Prepare examples of past experiences where you've successfully resolved customer issues. Having specific instances ready to share will showcase your problem-solving skills and your commitment to providing first-class service.
We think you need these skills to ace Customer Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and the ICT sector. Emphasise any previous roles where you handled technical support or worked in a helpdesk environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to resolve customer issues and your commitment to providing excellent service.
Highlight Communication Skills: Since the role requires excellent verbal and written communication skills, provide examples in your application of how you've effectively communicated with customers or team members in past roles.
Showcase Problem-Solving Abilities: Include instances where you've successfully troubleshot technical issues or resolved customer complaints. This will demonstrate your capability to handle the responsibilities outlined in the job description.
How to prepare for a job interview at Flotek Group Limited
✨Show Your Customer Service Skills
Since the role is heavily focused on customer support, be prepared to discuss your previous experiences in customer service. Highlight specific examples where you successfully resolved issues or improved customer satisfaction.
✨Demonstrate Technical Knowledge
Brush up on your ICT and Telecoms knowledge before the interview. Be ready to answer technical questions or even troubleshoot a hypothetical issue to showcase your problem-solving skills.
✨Emphasise Teamwork
Flotek values collaboration, so share examples of how you've worked effectively within a team. Discuss how you communicate with colleagues and contribute to a positive team environment.
✨Prepare Questions for Them
Interviews are a two-way street. Prepare thoughtful questions about the company culture, team dynamics, and growth opportunities. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
