- Employer:
- Flotek
- Location:
- Principality House, Litchard Industrial Estate, CF312BB, United Kingdom.
- Pay:
- £23 - £25K Per Annum
- Hours of work:
- 31-40 hours per week
- Training provider:
- ITEC Digital Training Ltd
- Level:
- Apprenticeship (Level 3)
- Sector:
- Digital Technology
- Pathway:
- Digital Infrastructure Engineer
- Possible start date:
- 27 January 2025
- Closing date:
- 20 January 2025
- Positions available:
- 2
- Vacancy ID:
- 5715
Please do not apply for the position if you have a Degree within IT or a similar discipline as you will not be eligible for the apprenticeship position.
vacancies@itecdigitaltraining.co.uk
About the apprenticeship
Duties
About Flotek:
Flotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses.
We have 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.
About the Role:
We are looking for an enthusiastic customer service-focused individual with previous experience of working within the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.
You will be responsible for 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.
Additional information
• Answering the phone to inbound calls from customers who require technical help
• Ensuring 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.
Requirements
Skills
• Have an ICT and/or Telecoms background with service desk experience is essential
• Solid experience in customer service (excellent verbal and written communication skills required)
• Loves working as part of a team
• Comfortable using CRMs and documentation solutions
• Excellent communication skills
Renumeration and Benefits:
• Basic Salary of £23,000-£25,000
• Staff Share Equity Scheme
• New customer referral incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
Qualifications
GCSE (or equivalent) in English at Grade A*-C / Level 2
GCSE (or equivalent) in an IT subject: Desirable
Language
- Welsh Spoken Skills:
- No
- Welsh Written Skills:
- No
Course details
- Training provider:
- ITEC Digital Training Ltd
- Training provider course:
- Apprenticeship Level 3 – Digital Infrastructure Engineer
About the employer
FlotekPrincipality House
Litchard Industrial Estate
Bridgend
Bridgend
CF312BB
Disability confident
No, we are not part of the Disability Confident Scheme from the UK Department for Work and Pensions.
Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.
Interview arrangements
If successful, you will initially be invited to assessment at ITeC Digital Training (via Teams to confirm eligibility – please have available proof of ID and any relevant certificates. You will be sent an application via ITeC Digital Training Smart Assessor Digital Platform and it is a mandatory requirement to attend our Apprenticeship Awareness Session.
How to apply
Email the address below to apply for this vacancy
Please do not apply for the position if you have a Degree within IT or a similar discipline as you will not be eligible for the apprenticeship position.