Technical Service

3 weeks ago

Bridgend Bridgend, United Kingdom Flotek Full time

Technical Customer Service Engineer
Job Type: Full time, Permanent
Working Hours: Mon - Fri 09:00 to 17:30
Flotek Group are the fastest-growing Tech Company in the South West providing IT and Comms technology to small & medium businesses.
With regional sales and support locations across the South West, our ambitious growth is focused on our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.
We are looking for an enthusiastic customer service-focused individual with some previous experience working within the ICT sector, preferably in VoIP / SIP and IP networks.
You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls to help and close that ticket immediately. If you are unable to assist due to knowledge, you will be responsible for triaging the call by taking all relevant information and passing it through to the engineering team. Answering the phone to inbound calls from customers who require technical help
Troubleshoot and resolve software and hardware issues remotely over the phone and by email and if you are unable to resolve them at the first point of contact, you will be expected to triage the incident/request and pass it on to senior members of the team
Investigate and monitor all related Telecoms, Wi-Fi and network issues ensuring customer faults and incidents are resolved within SLAs
Attend customer sites to diagnose and repair services where applicable
Responsible for always giving a first-class service
Have a telecoms / ICT background with VoIP experience
Knowledge of SIP messaging, call flows and analysis of packet captures
Good working knowledge of IP networks and TCP/IP skills
Solid experience in customer service (excellent verbal and written communication skills required)
Full UK driving licence
Staff Share Equity Scheme.
~ New customer referral incentive.
~21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)

IT, IT Helpdesk, IT Support Engineer, IT Customer Support, Helpdesk, IT Support, IT Support Technician, Infrastructure Engineer, 2nd Line Infrastructure Engineer, 2nd Line Support Engineer, Technical Support Technician, IT Systems Engineer, IT, Engineer, Telecoms Engineer, VOIP Engineer, VOIP Support, VOIP Customer Service Engineer, Telecoms Support, Telecoms Customer Service may also be considered for this role.

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