Customer Support Analyst Apprentice

Providing first contact technical and email support of our bespoke TMS software Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements Provide timely customer feedback
Communicating with customers regularly with regards to their incident/problem/change request Maintain a high-quality service to our customers Managing multiple cases at one time, ensuring case notes are up to date Diagnosing and resolving incidents using remote access tools and verbal instructions Installing software Providing timely and accurate customer feedback Following up with clients to ensure the problem is resolved Escalate more complex cases to 1st Line Technical Support, with full and detailed notes

Training:
During the Level 3 Customer Service Specialist Apprenticeship you will be based at our Quorum Business Park, Newcastle premises and will receive ongoing training and support from both Madata Ltd and Smart Training and Recruitment

Upon successful completion of the Level 3 Customer Service Apprenticeship you will have gained a national qualification recognised throughout the industry.  This will enable you to work your way up the Support Team, 1st or 2nd Line Support or move into the IT support helpdesk team

QUALIFICATIONS 
GCSE maths & English grade 4
Please note, as part of the Initial Assessment process, all qualifications will be verified by the Learning Records Service (LRS) via the Education & Skills Funding Agency. 

IMPORTANT: in order to meet the eligibility criteria for an Apprenticeship in England, you must be able to demonstrate at least three years UK residency, or hold a valid visa that meets the exceptions to this rule. 

Training Outcome:
Once completing the apprenticeship, they will be considered for a first line support technician role. There may be a permanent role once the apprentice has completed the apprenticeship if they are found to be the right candidate for the role.

Employer Description:
Mandata is a transport management software provider focused on delivering best-in-class haulage software to help road transport operators successfully manage and grow their businesses in step with changing market conditions and consumer demand. Founded in 1974, the company has focused exclusively on the road haulage and logistics sectors for over 48 years. With the backing of private equity firm Tenzing, Mandata is on an ambitious journey to expand its footprint across the UK and into Europe.

Working Hours :
Monday - Friday 8am -6pm (shifts vary from 8am-4pm, 9am-5pm or 10am-6pm)

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working