Software Support Apprentice

We are looking for an enthusiastic individual who is looking to achieve a Customer Service Level 3 Apprenticeship. This is a fantastic opportunity to work with Panacea Software and train with Barnet and Southgate College.

• Ensure prompt and effective response to support requests via telephone, email, online chat and onsite training, in compliance with our contractual KPIs
• Act as ambassador for Panacea in all dealings with current and potential users, to create positive client relations and encourage recommendations and referrals
• Ensure effective configuration, maintenance and use of the company’s systems to provide comprehensive records and deliver a consistently excellent support service 
• Create and maintain a comprehensive, accessible and user-friendly help-site including FAQs and a knowledge-base for all users
• Help to answer customer enquiries surrounding our company policies as required by the company

Technical Support:

• Report software bugs/faults, liaise with developers and conduct user-acceptance testing to ensure these are resolved
• Monitor and report on all user enquiries and feedback, maintaining clear records in order to help the company to ensure optimum use of Panacea Software and to prioritise software development and fixes
• Communicate productively with users on the resolution of known issues and on newly released functionality or upgrades to the software, in a manner which consistently supports the best interests of our company

User communications:

• Write and distribute release notes, tailored according to the needs of our subscribers, which inform and promote to our users the functionality, upgrades and changes introduced with each fortnightly release
• Maintain our company website to incorporate subscribes’ case studies and testimonials, to reflect current functionality and support up-selling and sales of our software
• Help maintaining our company blog and support the sales team with social media management

General administration:

• Maintain clear and accurate records on our systems and follow processes carefully to ensure robust work records ready for ISO Audit, and ensure your colleagues can fully cover for you in your absence
• As a small business, we ask all staff to be flexible and supportive in their approach and to be willing to work on a range of activity not mentioned in their job descriptions. As such we ask that you provide help and support to your colleagues as required to meet unforeseen challenges and fulfil the changing needs of our small and growing business.

• Communication skills
• IT skills
• Organisation skills
• Problem solving skills
• Administrative skills
• Team working
• Initiative

• Maths and English GCSE or equivalent, grade 4-9/A-C (Essential)