Technical Support Specialist

6 days ago


Bridgend, Bridgend county borough, United Kingdom Flotek Group Limited Full time

About Flotek Group Limited

Flotek Group Limited is a dynamic and ambitious tech company, rapidly growing in the South West and North Wales. Our commitment to delivering exceptional IT and Comms technology to small and medium businesses has established us as a leading provider in the region.

We are driven by our core values and fundamental principles, ensuring every product and service is delivered with expertise, passion, and heart. As we continue to expand our reach, we are seeking a skilled Technical Support Specialist to join our team.

Job Summary

We are looking for an enthusiastic customer service-focused individual with previous experience of working within the ICT sector, preferably in an IT Helpdesk or IT Delivery role. The successful candidate will be responsible for providing technical support to customers through various channels, resolving problems, and escalating complex issues to higher-level support.

Key Responsibilities:

  • Respond to User Inquiries: Provide technical support through phone, email, or chat, ensuring timely and effective communication with customers.
  • Problem Resolution: Apply known solutions or escalate more complex issues to higher-level support, maintaining a focus on customer satisfaction.
  • Ticket Management: Create and maintain detailed records of user requests and reported issues in a ticketing system, prioritizing and categorizing tickets based on urgency and impact.
  • Documentation and Knowledge Base: Create documentation and knowledge base articles to assist users in resolving common issues, ensuring accurate and up-to-date information.
  • Customer Service: Communicate effectively and professionally with end-users, providing excellent customer service and ensuring all open cases are updated with relevant information.

Requirements and Qualifications:

  • ICT Background: Solid experience in customer service, preferably with service desk experience, and a strong understanding of ICT concepts.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to communicate complex technical information effectively.
  • Teamwork: Comfortable working as part of a team, with a positive attitude and a willingness to collaborate.
  • CRM and Documentation: Familiarity with CRM's and documentation solutions, with the ability to adapt to new systems.
  • Valid Driving License: Holds a Full UK valid driving license, with the ability to travel to customer sites when necessary.

Remuneration and Benefits:

  • Staff Share Equity Scheme: Participate in our Staff Share Equity Scheme, offering a share of the company's success.
  • New Customer Referral Incentive: Receive a bonus for referring new customers to the company.
  • Onsite Parking: Enjoy the convenience of onsite parking at our offices.
  • Holiday Entitlement: Receive 21 days holiday increasing to 25 with 4 years of service, plus bank holidays.

Salary: £28,000 - £35,000 per annum (dependent on experience).



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