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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 around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart. Flotek are a 5 star rated company. They value their staff and offer a fantastic working environment / culture.

About The Role
We are looking for an enthusiastic customer service-focused team leader, with previous experience of working within the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.

You will be responsible for a small team of professionals, 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.

Key Responsibilities

• Answering the phone to inbound calls from customers who require technical help
• Support and train existing team members
• Issue work to team members based on capacity / skillset / knowledge
• Ensure 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
• Experience of leading a small team
• Solid experience in customer service (excellent verbal and written communication skills required)
• Comfortable using CRMs and documentation solutions

This is an office based role (Bridgend, S Wales). If you have the experience and knowledge required, apply today.

Job Types: Full-time, Permanent

Pay: £25,000.00-£28,000.00 per year

Benefits:

• Profit sharing

Ability to commute/relocate:

• Bridgend, CF31 2BB: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person