Digital Support Technician: Level 3 Apprenticeship

Assist clients with platform-related issues, including campaign setup, automation, and integrations.  Troubleshoot user-reported bugs, escalating complex issues to senior support or development teams.  Provide first-line support via email, chat, or ticketing systems.  Log, track, and prioritise technical issues using an internal ticketing system.  Collaborate with product and engineering teams to ensure timely resolution of bugs and outages.  Create and update knowledge base articles, FAQs, and troubleshooting guides for clients.  Assist in onboarding new customers by guiding them through platform features and best practices.  Support data integrity efforts by helping customers with reporting, analytics, and GDPR compliance.  Ensure proper handling of API integrations and third-party software connections.  Work closely with marketing, product, and sales teams to ensure a seamless customer experience.  Provide insights from support interactions to improve product development and customer engagement.  Stay updated on SaaS trends, marketing automation, and customer engagement strategies.  Suggest process improvements to enhance efficiency and customer satisfaction. 

Training Outcome:
This apprenticeship is ideal for those looking to start a career in application support, with opportunities for progression into roles such as Application Support Analyst or Customer Success Executive. 

Employer Description:
Forfront, an innovative software house established in 1998 and based in Epsom, Surrey, specialises in delivering complex solutions to both public and private sector organisations. With decades of experience, we have built a reputation for excellence. Our flagship product, e-shot™, is a powerful communication and engagement platform trusted by Communication and engagement officers to effectively communicate important information, updates, and public services to citizens, stakeholders, and employees. It is used to increase public engagement, promote government initiatives, share policy changes, and provide essential services such as health, education, and local government updates, all in a timely and accessible manner. E-shot™ also helps foster transparency, trust, and community involvement. As a mature and stable product, e-shot™ serves thousands of users and continues to grow through constant innovation. With this growth comes a heightened need for a secure, reliable environment. We are seeking an experienced and skilled individual who is passionate about technology and eager to learn and innovate. Forfront is a proud member of the G-Cloud and DOS (Digital Outcomes and Specialists) frameworks, playing a key role in the UK government's digital transformation program.

Working Hours :
You will usually work 9.00am to 6.00pm, Monday to Friday.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Team working,Creative,Initiative,Non judgemental,Patience