Customer Support Specialist Apprentice

Inbound support

Respond to inbound support enquiries promptly, with accuracy, and attention to detail. Record all enquiries, communication, and information in Zoho, SharePoint or relevant systems to assist you and colleagues with the best resolution and collaborative effort. Make use of data within our systems to achieve our best results and manage enquiries and communication to our customers. Ensure you are focused and efficient following the support processes for your allocated role in the helpdesk

Proactive support

Manage and support the backlog of issues within SLA and communicate with our customers managing expectation. Take responsibility for enquiries allocated to you and their resolution or management within SLA. Ensuring you are proactive in giving our customer the best service. Escalate enquiries on a course to exceed SLA or damage customers expectation. Create proactive and longer-term solutions to frequent issues or issues that could be prevented by:Request or arrange training Request or arrange documentation Request or arrange hardware or software upgrades Request or arrange system configuration changes Request or arrange software development changes

Training:

Level 2 Customer Service Practitioner Apprenticeship Standard:

Functional skills in maths and English (if required) End-Point Assessment (EPA) One to one tutor assessor support in the workplace Attending weekly classes covering health and safety and equality and diversity and working towards completing the EPA

Training Outcome:
The successful candidate will be given the opportunity of full-time employment upon completion of the apprenticeship and potentially progression onto Business Admin Level 3

Employer Description:
We are experts in electronic point of sale for retail and hospitality businesses across the UK. Our EPoS solution will help you make business improvements, increase your profitability and improve your customer experience. We work with medium-sized single-site businesses and medium and large multi-site organisations or groups. If you have a mix of hospitality and retail, even better, you are in the right place.

Working Hours :
Monday - Friday, 8.30am - 5.00pm.

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