Apprentice Services Support Analyst

As a support member within the managed services team, your role is pivotal in helping to ensure our customers have a smooth and efficient experience when raising incidents and requests as part of their customer support journey.

There are 3 main elements to this role:

• Initial tier 1 triage for new incidents and requests. This will operate via the support portal and phone calls
• Actioning any tickets that are deemed to fall under the 1.5 support line bracket for all Totalmobile products
• Being part of the primary support team for the Protect product. This includes software support, hardware support, configuring new devices, processing returns, handling stock, training and reporting. This role also provides support to the wider Protect teams such as customer success, finance and sales

This role will report directly to the Customer Engagement Hub Manager and working closely with the Managed Services Team Lead. This team is based out of the Rochdale office and requires an element of physical hardware set up and distribution. Therefore, it is expected you will be in the physical office for most days. Exceptions for this include those on an apprenticeship who will receive a day a week to work from home on work related to their apprenticeship course and exceptions agreed with your manager.

Daily tasks will include: 

• Supporting customers using the internal ticketing system
• Communicating with customers via telephone and email providing end user customer support and product information
• Device hardware provisioning, testing, and repairing
• Creating and updating ad hoc customer and internal reports
• Stock management
• Assisting the Project Manager with new and existing client projects for Protect hardware
• Preparing and distributing customer reports
• Importing and updating existing data in a database using a GUI and bespoke tools
• Ticket communication management
• Engaging with smaller customers on an ad hoc basis to understand and resolve issues
• Communicating with multiple support teams regarding triage incidents and requests
• Actioning tickets that are classed as 1.5 line for all other TM products
• Swapping between triage and Protect support
• Work to SLAs
• Ensuring customer interactions are logged and recorded against tickets

We will provide full support to develop and gain experience with other Total Mobile products.

• Attention to detail
• Customer care skills
• Number skills
• Ability to work under pressure
• Health and Safety Knowledge
• Experience is desirable

• Maths and English GCSE, grade Grade 4/C or above (Desired)