Technical Support Specialist
3 weeks ago
Job Title:
Technical Support Specialist
Location:
On-site
Salary:
£23,000 - £25,000
Job Type:
Full-time, Permanent
Working Hours:
Monday to Sunday – 08:00 to 18:00 (5 days per week, 8 hours per day)
About Flotek:
Flotek Group is a rapidly expanding technology firm in the South West, specializing in IT and communications solutions for small and medium enterprises. We operate with regional sales and support centers throughout the South West.
Our growth is driven by our core values and principles, ensuring that every product and service is delivered with expertise, enthusiasm, and dedication.About the Role:
We are seeking a motivated individual with a strong customer service orientation and prior experience in the ICT industry, ideally in a helpdesk capacity.
Your primary responsibility will be to handle incoming calls from clients seeking technical support, efficiently assessing their needs and aiming for prompt resolution.
In cases where immediate assistance is not possible, you will gather pertinent information from the client and relay it to the engineering team for further action.
Key Responsibilities:
- Responding to inbound calls from clients requiring technical assistance
- Ensuring customer issues are addressed and resolved within service level agreements (SLAs)
- Demonstrating ownership and accountability, striving for 'First Call Resolution'
- Troubleshooting and resolving software and hardware issues remotely via phone and email. If unable to resolve, triage the inquiry and escalate to the engineering team
- Investigating and monitoring all related telecom, ICT, network, workstation, laptop, and application performance issues
- Communicating effectively with end-users, colleagues, and management to swiftly resolve issues and ensure customer satisfaction
- Keeping all open cases updated with relevant information and regularly informing customers
- Consistently delivering exceptional service
- Contributing to the enhancement of existing process documentation, ensuring solutions remain current.
Job Experience Required:
- Background in ICT and/or Telecoms with service desk experience is essential
- Proven customer service experience (excellent verbal and written communication skills required)
- Enjoys collaborating as part of a team
- Proficient in using CRMs and documentation tools
Renumeration and Benefits:
- Background in ICT and/or Telecoms with service desk experience is essential
- Proven customer service experience (excellent verbal and written communication skills required)
- Enjoys collaborating as part of a team
- Proficient in using CRMs and documentation tools
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