Customer Support Analyst Apprentice
Our Customer Support Analyst Apprentice acts as a customer’s 1st point of contact, providing technical support to our clients for our bespoke transport management software, timely customer feedback, and supporting the roll-out of new software solutions across the Mandata Group.
Role
The ideal candidate will be experienced in delivering first-class support to customers and collaborating with the wider team to quickly resolve queries.
The responsibilities we’ll trust you with…
- Providing first contact technical and email support of our bespoke TMS software
- Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards
- Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements
- Provide timely customer feedback
- Communicating with customers regularly with regards to their incident/problem/change request
- Maintain a high-quality service to our customers
- Managing multiple cases at one time, ensuring case notes are up to date
- Diagnosing and resolving incidents using remote access tools and verbal instructions
- Installing software
- Providing timely and accurate customer feedback
- Following up with clients to ensure the problem is resolved
- Escalate more complex cases to 1st Line Technical Support, with full and detailed notes
- Knowledge and expertise that matter most for this role
Training
Customer Service Specialist Level 3.
Training and support will be provided by our specialist Apprenticeship training provider, Smart Training & Recruitment.
- Work their way up the Support team
- 1st Line Support
- 2nd Line Support
- Or move into the IT support helpdesk team
- Apprenticeship Standard
- Customer service specialist (level 3)
- Training Provider
- SMART TRAINING AND RECRUITMENT LIMITED
- Working Week
- Monday - Friday, 8.00am - 6.00pm (shifts vary from 8.00am - 4.00pm, 9.00am - 5.00pm or 10.00am - 6.00pm).
- Expected Duration
- 1 Year 3 Months
- Positions Available
- 1
- Closing Date
- Thursday, 5th June 2025
- Start Date
- Monday, 9th June 2025
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Patience
Qualifications
- Maths GCSE, grade 4 (Essential)
- English GCSE, grade 4 (Desired)
About the Employer
MANDATA (MANAGEMENT AND DATA SERVICES) LTD
Mandata is a transport management software provider focused on delivering best-in-class haulage software to help road transport operators successfully manage and grow their businesses in step with changing market conditions and consumer demand. Founded in 1974, the company has focused exclusively on the road haulage and logistics sectors for over 48 years. With the backing of private equity firm Tenzing, Mandata is on an ambitious journey to expand its footprint across the UK and into Europe.
- Company
- MANDATA (MANAGEMENT AND DATA SERVICES) LTD
- Location
- 3RD FLOOR, Q5, QUORUM BUSINESS PARK BENTON, NEWCASTLE UPON TYNE, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £14,231.75 a year
- Posted
- Company
- MANDATA (MANAGEMENT AND DATA SERVICES) LTD
- Location
- 3RD FLOOR, Q5, QUORUM BUSINESS PARK BENTON, NEWCASTLE UPON TYNE, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £14,231.75 a year
- Posted