IT Support Apprenticeship

Ensure the delivery of high-quality technical support Ensure customer service response is timely and accurate Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance. Meeting defined metrics / benchmarks Making sure that standards and processes are followed Triage, investigate and resolve technical support requests Coordinate support issues between customers and 3rd party vendors Communicate appropriately internally and to customers Establish best practices throughout the entire technical support process Drive ticket resolution within predefined service level agreements Monitor and manage phone queues Contribute to Knowledge Base repository and ensure top quality solutions are available to the team and customers Manage and maintain partner relationships as required Follow up with customers as part of the service lifecycle Provide customer feedback to the appropriate internal teams (eg Key Account Managers) Advise management on situations that may require additional client support or escalation

Training:

Training is remote up to 3 times per month.

Training Outcome:

Full time opportunity may be available.

Employer Description:
Our Technical Support team are responsible for providing direct technical support with a customer centric focus. This position will see you take a place within our platform technical support team, to provide excellent support in resolving all technical issues. The post holder should a problem-solving attitude with ability the to see things from the customers perspective and be their champion in getting their issues resolved.

Working Hours :
Monday - Friday 9.00am - 5.00pm

Skills:
IT skills,Customer care skills