Job Description

Providing first contact technical and email support of our bespoke TMS software. Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards. Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements. Provide timely customer feedback. Communicating with customers regularly with regards to their incident/problem/change request. Maintain a high-quality service to our customers. Managing multiple cases at one time, ensuring case notes are up to date. Diagnosing and resolving incidents using remote access tools and verbal instructions. Installing software. Providing timely and accurate customer feedback. Following up with clients to ensure the problem is resolved. Escalate more complex cases to 1st Line Technical Support, with full and detailed notes.

Training and Qualification

You will achieve a level 3 digital support technician qualification upon successful completion of the apprenticeship. The apprenticeship training will be delivered by Learning Curve Group via virtual sessions every 4-6 weeks. All training will be on-site meaning there is no college release day required. Functional skills if required.

Required Skills & Qualification

Communication skills, IT skills, Organisation skills, Customer care skills, Problem solving skills, Excellent telephone manner, Accuracy, A positive can-do attitude, Good interpersonal skills, Up to date with IT trends, Ability to use own initiative, Able to meet deadlines

GCSE or equivalent English (Grade 9-4 (A*-C)) DesiredGCSE or equivalent Maths (Grade 9-4 (A*-C)) Desired

Apprenticeship Standard

Digital support technician Level 3 (A level)

Employer

MANDATA (MANAGEMENT AND DATA SERVICES) LTD

3RD FLOOR Q5 QUORUM BUSINESS PARK BENTON NE12 8BS

Provider

LEARNING CURVE GROUP LIMITED