First Line Support Analyst Apprenticeship

Our client is looking for a motivated, tech-curious school-leaver to join them as a First Line Support Analyst. This is an entry point into the tech industry designed for those ready to start building real-world skills from day one.

About the Company:

Our client is a leading eCommerce software provider based in Leicester (20-minute walk from the train station). Their mission is to reimagine eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.

About the Role:

As a First Line Support Analyst, you’ll be the first point of contact for our customers, helping them get the most from our products and resolving issues efficiently.

You’ll build practical experience in:

• Customer support and communication
• Troubleshooting and problem-solving
• Working alongside technical teams and developers
• Understanding how a global SaaS business operates

Your key responsibilities will include:

• Efficiently responding to enquiries via live chat
• Taking full ownership of customer enquiries from the initial chat to diagnosing problems and providing updates throughout the process
• Escalating complex issues to senior team members (product specialists) and developers by logging support tickets
• Creating accurate instant set-ups via live chat, sharing articles and creating snippets
• Enhancing our support centres by identifying when articles need updating and reporting back to your lead

What We’re Looking For:

• GCSE Grade C/4 or above in Maths & English (or equivalent)

Important Eligibility Note: To qualify for government apprenticeship funding, applicants must not already hold an IT-related qualification at Level 3 or higher (e.g., A-Levels, BTEC, Degree, or Masters in a computing subject). This program is designed to provide substantially new skills; therefore, candidates with prior advanced qualifications in this field are ineligible as they would be considered overqualified under current funding rules.

We want to hear from you if you’ll bring:

• Effective Communication: You're skilled at expressing yourself clearly, both in writing and speaking, across various platforms.
• Multitasking Ability: You can handle multiple tasks efficiently, ensuring all are completed successfully
• Logical and Quick Thinking: You approach problems with clear reasoning and can think on your feet to find solutions
• Customer Experience Passion: You're enthusiastic about enhancing the experience for our customers, always aiming to exceed their expectations
• Self-Motivation and Team Spirit: You're eager to learn, driven to achieve your best, and thrive when collaborating with others

Why Join Us?

• Customers at the heart: We make our customers the stars of our show and help them thrive. When they grow, so do we. We obsess over their needs so we can dream big on their behalf
• Purposeful progress: We harness our ingenuity to keep levelling up and growing stronger. We take initiative, think boldly, and don’t settle for the status quo. Every risk teaches us something new
• Endless innovation: We take action, refine our work, and drive meaningful growth for each other and our customers. Humble in our pursuit, we continuously seek to improve
• Always open: With transparency, we simplify the complex, collaborate globally and empower everyone
• We believe openness in our communication with customers, partners, and team members is essential for building strong relationships
• Private Medical Insurance

• Communication skills
• IT skills
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Team working
• Patience

• Maths & English GCSE, grade C/4 (Essential)