Apprentice Technical Customer Agent - Newcastle upon Tyne, United Kingdom - Mandata Ltd

Description

Working week
Monday - Friday 9:00am - 5:00pm with a 45 minute unpaid lunch break.

Total hours per week: 36.25 hours a week


Annual wage
£9,952.80

Wage range £9, £19,641.70 depending on age.


Apprenticeship standard
Digital support technician

Level 3 (A level)


What will the apprentice be doing?

• 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 highquality 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.

What training will the apprentice take and what qualification will the apprentice get at the end?

• 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 46 weeks.
• All training will be onsite meaning there is no college release day required.

Requirements:


Desired knowledge and skills

• Exceptional customer service skills
• Excellent telephone manner
• Excellent communication skills with the ability to convey ideas and offer solutions to the wider team
• The ability to support nontechnical customers and explain complex IT concepts in simple terms
• Excellent organisational skills with the ability to manage priorities and work to deadlines
• The ability to troubleshoot a variety of issues and resolve user issues
• High degree of accuracy and attention to detail
• Ability to provide concise documentation
• Ability to work on own initiative and make balanced decisions
• The ability to quickly learn new operating procedures and maintain established systems
• Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels
• A commitment towards delivering quality customer service to internal and external customers
• A positive cando attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice
• Uptodate knowledge of the latest IT and software trends

Personal qualities

• Has the ability to quickly establish good working relationships with clients
• Has a good level of patience
• Is a problem solver
• Has enthusiasm for continual learning

Qualifications

• GCSE or equivalent English (Grade 94 (A*C)) desirable
• GCSE or equivalent Maths (Grade 94 (A*C)) desirable

Benefits

• Competitive Salary
• 25 days holiday plus bank holidays (increases with length of service)
• Hybrid Working
• Company & Personal Bonus
• Employee share scheme
• Pension Scheme

• Life Assurance X

• Company sick pay (after 12 months service)
• Cycle to Work Scheme
• Eye Care Vouchers
• Paid Christmas Party
• Fresh fruit, pop & coffee in the offices

Our culture - The Mandata Way:
The Mandata Way outlines our core values and behaviours.

These values are the foundation of our culture, and we are all responsible for using them to shape our future.

Our 4 values are One Team, Passionate, Accountable and Customer Driven

To demonstrate our values and behaviours you will:

• Always bring 'The Best You' to work
• Work as
  One Team to get the job done well
• Be
  Passionate, work with energy and enthusiasm to achieve more
• Be
  Accountable and understand what you do matters
• Have a
  Customer Driven mindset, everything we do is in service of our customers

Job Types:
Full-time, Apprenticeship


Salary:
£9,952.80-£19,641.70 per year


Schedule:

• Monday to Friday

Ability to commute/relocate:

• Newcastle upon Tyne, NE12 8BS: reliably commute or plan to relocate before starting work (required)

Work Location:
One location