Technical Support Apprentice

Working from stunning offices in Bath city centre, you be responsible for front line interaction with customers, satisfactorily troubleshooting and resolving incoming support issues. IQ cover a wide range of technologies and customer types, particularly seniors, kids and travel and they are increasing their focus on business customers.

There has never been a better time to come on board. IQ are ambitious and are growing quickly and you will become a key part of the team, developing with the business as it grows.

Your role will be varied and you’ll learn a wide range of skills, including:

To always act as a highly ethical, flexible, professional, and reliable member of the IQ Mobile team. To answer incoming calls politely and with well-spoken English. To become fully familiar with the products supplied by IQ Mobile and the communications industry. Investigating, documenting, and resolving customer reported issues effectively and efficiently. Understanding and escalating any issues that need urgent attention. Conducting product testing. Developing and presenting knowledge base content. Working closely with internal teams to effectively onboard customers moving onto aftercare and support. Provide stellar customer experience Providing administrative tasks involving but not limited to postal services, hardware setup and deployment, billing-related support queries and account management.

Person specification

Strong customer service skills Strong problem solving and technical troubleshooting skills Excellent written and oral communication skills Proficiency in Microsoft Office products such as Word, Excel, Outlook Good understanding/ability to navigate Smartphone OS’s (Android/Apple) An overall interest in the communications industry Above all should have a can-do attitude with a willingness to learn.

Training:

During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as:

Data Security Hardware & Software Computer Networking and so much more.

You will undertake the ground-breaking Professional Apprenticeships Information Communications Technician Level 3 qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.

The programme is designed to mould you into a high-level, all-rounded technician. You will learn in detail about:

Cloud & Mobile Technologies Technical Problem Solving Advanced-Data Security Computer Networks IT Communication & much more.

These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.

Training Outcome:

The opportunity to join the communications industry at this time has endless possibilities, with plenty of scope for the individuals hired to grow their career with IQ beyond the first level support apprenticeship.

Employer Description:
IQ is a virtual mobile network on EE. They sell SIM cards, airtime and mobile devices to a wide range of customers. They have a mission which is to provide fantastic customer support to their end-users and partners. They receive constant feedback and recognition in this area and want to build a formidable reputation as the go-to guys for expert support and rock-solid service. They are one of the best MVNO’s of the UK’s fastest 5G network for data. They service a plethora of different clients ranging from senior citizens, they de-mystify the technology by assisting them on their journey into smart phones taking out the jargon. They have a wide range of travel customers who need help and support on their adventures. And finally, a technical bunch of partners who resell their services into the I.T and telecoms world to enterprise customers. As well as supplying innovative devices IQ believes that providing first class product education, training and support is an essential component of product provision and therefore offer initial and ongoing in person training. Their DNA resonates which each of these customer types often requiring a different type of content and tone to be used in each case to ensure they are speaking their language. When working with IQ, you can expect a laid back, but hard working culture. They are ambitious and excited to achieve great things in the future, but maintain a great sense of humour along the way. They work from the beautiful Newark Works office space in Bath, where you will be part of a wonderful community of businesses in a bright, modern environment.

Working Hours :
M-F 9am-5pm

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