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Customer Support Advisor

Employer:
Flotek
Location:
Principality House, Litchard Industrial Estate, CF312BB, United Kingdom.
Pay:
£16,000 per year
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:
31 March 2025
Closing date:
28 April 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

• Answering the phone to inbound calls from customers quickly in polite, friendly and professional manner.
• Demonstrate accountability and empathy and understand the customers query to assess impact and urgency.
• Asking relevant questions to help determine customer needs.
• Log clear and detailed tickets to ensure technicians can get to work straight away on customer queries.
• Attempt basic troubleshooting where appropriate, while managing call queues and ticket volumes.
• Setting expectations for the customer as to when their query will be reviewed and resolved.
• Ensuring the customer is kept updated where issues require ongoing attention.
• Escalating matters of an urgent nature to the relevant IT and Telecoms specialists.
• Communicate clearly and effectively with customers, colleagues and management to ensure customer satisfaction.
• Identify opportunities to improve customer service processes with the objective to deliver World Class Service.

Additional information

About Flotek:

Flotek Group is a fast-growing Tech Company providing IT and Comms technology to a range of businesses. With regional sales and support locations across the UK our ambitious growth is focused on 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 and culture.

About the Role:

We are looking for an enthusiastic customer service-focused individual with contact centre background. Preferably with some experience within the IT/Telecoms sector or a Helpdesk role.

You will be responsible for taking inbound calls from customers who require technical assistance and immediately triaging their calls. You will gather details and ensure the technicians available have good details from which to resolve the customer's query.

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
• On-site 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

Flotek
Principality 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.

vacancies@itecdigitaltraining.co.uk