Digital Support Assistant Apprentice

Digital Product Knowledge & Delivery

• Build a strong understanding of digital learning tools (Achieve, iClicker) and best-selling textbook titles, so you can confidently discuss, demo, customise and support these products 
• Support the setup of Achieve courses for instructors—customising content to align with syllabi, updating courses for new editions, and scheduling assignments to drive usage and engagement, under the guidance of the Senior Digital Success Manager.
• Deliver engaging product demos or onboarding training sessions for new adoptions as requested by the sales team. Learn to use consultative questioning to understand each instructor’s goals and teaching needs.

Customer Support & Adoption Success

• Take the lead in supporting course trials—making sure instructors have what they need, usage is tracked, and feedback is collected to help convert trials into full adoptions.
• Act as the go-to person for Learning Management System (LMS) integrations—liaising with university contacts and coordinating with our US implementation team to ensure smooth setup.
• Monitor course activation and engagement using reporting tools (like PowerBI) and flag courses that are doing well or may need extra support. Suggest ways to improve engagement with features such as iClicker.
• Conduct mid-course check-ins and end-of-course surveys to gather customer feedback. Share key insights with colleagues to help improve the customer experience and future product development.

Sales Enablement & Lead Generation

• At key times in the year, help uncover new digital business leads through desk research and data analysis (with direction from the Associate Director of Sales).
• Always pass along any new sales leads that arise from customer conversations or training sessions.
• Support the sales team by ensuring digital activity is properly tracked in Salesforce, and help deliver and log course access information as needed.

Communication, Troubleshooting & Collaboration

• Be the first point of support for Achieve-related troubleshooting (including student issues), escalating more complex problems to the US team where needed.
• Work with Marketing to improve customer communications around onboarding and product features and updates. Suggest ideas to enhance the overall digital customer journey.
• Share updates and insights with the wider sales team—keeping them informed about trial progress, adoption success, and customer feedback across different regions.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Analytical skills
• Team working

• English GCSE, grade 9 - 4 or A* - C (Essential)
• Maths GCSE, grade 9 - 4 or A* - C (Essential)