IT Support Technician Apprentice

You will assist new potential customers by having engaging conversations via telephone and performing enticing, remote demonstrations of our Swoopos system, turning potential opportunities into sales. You will ensure you always provide customers with accurate information on Swoopos products and services You will be accountable for the onboarding of new customers through contractual agreements, whether direct sales or through resellers, in a professional & timely manner, ensuring proactive communication throughout When onboarding, your responsibilities will be to ensure we are writing “good business” to prevent any issues from arising in the future. This will be done through detailed KYC. You will then ensure you are able to meet customer expectations, meet deadlines and ensure contractual agreements are well understood Build relationships with your customers and our resellers to ensure satisfaction throughout the lifetime of the contract and to increase retention Perform check-in conversations with customers to obtain feedback and generate Trustpilot reviews Talk to customers daily, over the phone or via email to provide remote solutions, where possible, to any technical issues that may arise. Troubleshoot to detect any causes and resolve, linking in with 3rd party suppliers/partners when required Educate customers on procedures for resolving or preventing recurrence of a technical issue Perform ad-hoc site visits to resolve any technical issues that could not be done remotely Schedule site visits annually to ensure relationships remain strong with your accounts Create and maintain clear customer records using our CRM system Collaborate with software developers to ensure customer feedback is built into our future development strategies and any systemic issues can be addressed quickly and effectively

Training:

Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.

Successful completion of this apprenticeship gives you an accredited Level 3 IT Support Technician qualification, with training in how to:

Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras. Address IT issues by prioritising in response to customer service level agreements. Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets. Support the roll out of upgrades or new systems or applications.

For a full list of programme modules visit: https://velocity-pt.co.uk/

Training Outcome:
The role offers long-term security and the opportunity to progress into a permanent position

Employer Description:
Swoopos was founded in 2017 with a mission is to develop a cost-efficient multi-functional POS system that helps merchants to smoothly run their business and make profit. All our product features are developed in-house by our professional developme team, we do not rely on third-party feature integrations which makes our system strong and reliable. We tailor our POS solutions to meet the different needs of every business and provide free migration and setup with software and hardware at an affordable price. Our POS can do more than just take orders and cash payments. We offer a comprehensive set of features that links the POS, backoffice, e-commerce, mobile ordering app all in one system with features you need to run your business efficiently in a modern market.

Working Hours :
10.00am - 6.00pm (Monday - Friday, may include some Saturdays. If a site visit is required on the weekend, a day off in the week would be compensated).

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience,Driving