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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 perks like share equity, referral incentives, onsite parking, and increasing holiday days.
- 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: Work hours are flexible, covering Monday to Sunday, with a competitive salary and bonus potential.
The predicted salary is between 20800 - 22400 £ per year.
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
- New customer referral incentive
- Onsite Parking
- 21 Days Holiday increasing to 25 with 4 years of service
- Perkbox benefits package
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 respond more effectively during the interview and demonstrate your technical knowledge.
✨Tip Number 2
Practice your communication skills. Since the role involves a lot of customer interaction, being able to convey technical information clearly and concisely is crucial. Consider role-playing scenarios with friends or family.
✨Tip Number 3
Research Flotek Group and their values. Showing that you understand their mission and how you can contribute to their growth will set you apart from other candidates. Tailor your responses to align with their company culture.
✨Tip Number 4
Prepare examples of past experiences where you successfully resolved customer issues. Highlighting your problem-solving skills and ability to work under pressure will demonstrate your suitability for the Customer Support Technician role.
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. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific experiences that relate to troubleshooting and customer support, and explain why you want to work for Flotek Group.
Showcase Communication Skills: Since excellent verbal and written communication skills are essential, ensure your application is free of errors and clearly conveys your thoughts. Consider including examples of how you've effectively communicated with customers in the past.
Highlight Teamwork Experience: Flotek values teamwork, so include examples of how you've successfully worked as part of a team in previous roles. This could be through collaborative projects or supporting colleagues in achieving common goals.
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.
✨Communicate Clearly
Effective communication is key in this role. Practice explaining complex technical concepts in simple terms, as you may need to do this with customers who are not tech-savvy.
✨Emphasise Teamwork
Flotek values teamwork, so be sure to share examples of how you've successfully collaborated with colleagues in the past. This will demonstrate that you can work well within their team-oriented environment.
