Digital Customer Support Technician Apprentice
Do you have a passion for IT and helping others? Are you ready to turn your passion into a career?
Customer Support Executives play a vital role in our future success. We place great importance on our customers' success. Our mission is to deliver exceptional assistance with top-notch product knowledge and communication skills, consistently meeting and exceeding customer expectations.
Location: Leicester, East Midlands - Office based (1 day WFH after successful training period)
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Salary: National Apprenticeship Wage
Hours: Monday - Friday, a variation of standard office hours
About the Company
Our client is a leading eCommerce software provider based in Leicester (20 minute walk from 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 Junior Customer Support Executive Apprentice, you will join a dynamic and supportive team, being the first line of support when a customer has a question. Your key responsibilities will include:
- Efficiently responding to inquiries via live chat
- Taking full ownership of customer inquiries 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)
Please note: an IT related qualification higher than Level 2 (Level 3 or 4, degree, masters etc) will make you ineligible for the apprenticeship, as you will be overqualified
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.
- 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.
Training & Development
You will complete a Level 3 Digital Support Technician Apprenticeship, covering:
- Operate digital information systems
- Digital architecture (physical storage vs cloud, the role of operating systems and servers).
- Maintaining end-user systems (software, hardware and operating systems)
- Information security principals
- System security
- Managing & analysing data
- Digital marketing
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 leveling 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. We ask 'How can we help?' striving always to make a meaningful
- 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.
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