At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues via phone, email, or chat.
- Company: Join a vibrant team at a forward-thinking tech company focused on customer service.
- Benefits: Enjoy unique perks like birthday days off, charity support, and discounts on gyms and shops.
- Other info: Great opportunities for professional growth and a supportive team environment.
- Why this job: Make a real difference by helping customers solve their tech problems every day.
- Qualifications: Experience in ICT and a passion for customer service are essential.
The predicted salary is between 25000 - 35000 £ per year.
We are looking for an enthusiastic, customer service-focused individual with previous experience working within the ICT sector, preferably in an IT Helpdesk or IT Delivery role. You will be responsible for taking inbound calls from customers who require technical assistance, triaging and resolving tickets, and escalating where needed. This role will also include attending customer sites when on-site assistance is required.
Responsibilities
- Respond to user enquiries and provide technical support through various channels such as phone, email, or chat.
- Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
- Investigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
- Create and maintain detailed records of user requests and reported issues in a ticketing system.
- Prioritise and categorise tickets based on urgency and impact.
- Create documentation and knowledge base articles to assist users in resolving common issues.
- Ensure all open cases are updated with relevant information and customers are regularly updated.
- Provide excellent customer service by communicating effectively and professionally with end-users.
- Attend customer sites to assist with tickets that cannot be resolved remotely.
- Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.
What We Are Looking For
- A 2nd/3rd line ICT background with service desk experience preferred.
- Solid customer service experience with excellent verbal and written communication skills.
- Loves working as part of a team.
- Comfortable using CRMs and documentation solutions.
- Full UK driving licence.
Eligibility
Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.
Benefits
- EMI Share Equity Scheme — own a slice of the Purple Pie.
- Day off for birthdays, weddings, moving and religious holidays.
- Give back day: 1 paid day yearly to support your chosen charity and join fundraisers.
- Save on gyms, shops and more with Perkbox discounts and deals.
- Family First: Time off for your child’s first school day and fun family events.
- 24/7 Support Line: Confidential helpline plus 5 free counselling sessions per team member.
IT Helpdesk Technician employer: Flotek Group
Join a dynamic team as an IT Helpdesk Technician where your customer service skills will shine in a supportive and collaborative environment. With benefits like an EMI Share Equity Scheme, generous time off for personal milestones, and a commitment to employee well-being through a 24/7 support line, we prioritise your growth and work-life balance. Located in the heart of the UK, we offer ongoing training opportunities to keep you at the forefront of technology while making a meaningful impact on our customers' experiences.
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flotek Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Flotek Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace IT Helpdesk Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Flotek Group:Your cover letter is your chance to shine! Tell us why you want to work at Flotek Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Flotek Group!
How to prepare for a job interview at Flotek Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
