IT Customer Support Apprentice

This role is dual-focused; requiring excellent communication skills, whilst also having a logical approach to problem-solving. You will be supporting customers, from a range of industry verticals – Retail, Hospitality and Healthcare – and will be the main point of contact for customers within each, ensuring that regular updates and appropriate levels of service are maintained. You will also assist with the analysis of support calls and help identify areas for increased product effectiveness. In addition, you will also assist with the testing of new features/releases as a way of keeping up to date with product changes.

You will be responsible for providing support to customers and look to successfully resolve tickets raised as quickly and effectively as possible. This role is particularly well suited to those candidates with experience in customer interaction and/or working in a support environment.

Key Responsibilities:

• Day to day ownership of the support process, recording and processing calls from customers seeking support/reporting issues
• Review customer issues and seek resolution in line with Service Level Agreements and where appropriate recommend improvements
• Carry out functional Software Testing. This will include testing new releases of the product and new features
• Assist in the production of standard business documentation (for example Account Review Documents, training documents, Critical Paths etc.)
• Some general reception duties will be occasionally required as well assisting other teams with tasks (for example, meeting and greeting visitors, answering and directing calls, assisting at events and exhibitions)

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Patience
• Positive attitude
• Motivated
• Passion for ICT
• Troubleshooting
• Hardware and software

• English GCSE, grade 4/C and above (Essential)
• Math GCSE, grade 4/C and above (Essential)