Apprentice Services Support Analyst

Summary

You can be part of an experienced customer services team working with large blue-chip organisations throughout the UK and US. You will be providing support to the accounts, customer services, and development teams. This is done via telephone and email providing end-user customer support, copies of electronic software user guides, and product information.

Annual wage

£15,600.00 a year

Minimum wage rates (opens in new tab)

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course

Business Administrator Level 3

Hours

37 Hours per week Monday - Friday

Duration

18 Months

Positions available

2

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

As a support member within the managed services team, your role is pivotal in helping to ensure our customers have a smooth and efficient experience when raising incidents and requests as part of their customer support journey. There are 3 main elements to this role

1. Initial tier 1 triage for new incidents and requests. This will operate via the support portal and phone calls.

2. Actioning any tickets that are deemed to fall under the 1.5 support line bracket for all Totalmobile products.

3. Being part of the primary support team for the Protect product. This includes software support, hardware support, configuring new devices, processing returns, handling stock, training and reporting. This role also provides support to the wider Protect teams such as customer success, finance and sales.

This role will report directly to the Customer Engagement Hub Manager and working closely with the Managed Services Team Lead. This team is based out of the Rochdale office and requires an element of physical hardware set up and distribution. Therefore, it is expected you will be in the physical office for most days. Exceptions for this include those on an apprenticeship who will receive a day a week to work from home on work related to their apprenticeship course and exceptions agreed with your manager.

Daily tasks will include: -

• Supporting customers using the internal ticketing system.
• Communicating with customers via telephone and email providing end user customer support and product information.
• Device hardware provisioning, testing, and repairing.
• Creating and updating ad hoc customer and internal reports
• Stock management
• Assisting the Project Manager with new and existing client projects for Protect hardware.
• Preparing and distributing customer reports
• Importing and updating existing data in a database using a GUI and bespoke tools
• Ticket communication management
• Engaging with smaller customers on an ad hoc basis to understand and resolve issues.
• Communicating with multiple support teams regarding triage incidents and requests
• Actioning tickets that are classed as 1.5 line for all other TM products.
• Swapping between triage and Protect support.
• Work to SLAs
• Ensuring customer interactions are logged and recorded against tickets.

We will provide full support to develop and gain experience with other Total mobile products.

Where you’ll work

Total Mobile - Lone Working Solutions 

2C Crown Business Park
Crown Top Lane
Rochdale
Lancashire
OL11 2PU

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

ROCHDALE TRAINING ASSOCIATION LIMITED

Your training course

Business Administrator Level 3

Your training plan

You will work towards a level 3
Business Administrator Standard which will consist of monthly lessons on a day release to Rochdale Training. 

Requirements

Essential qualifications

• Desirable – Maths 4 (C or above)

                     English 4 (C or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

• Skills & Personal Qualities:

• Excellent attention to detail
• Good numeracy skills
• Good customer service skills
• Ability to work under pressure
• Good awareness and appreciation for Health & Safety
• Experience:

• Experience is desirable, but not essential.

Other requirements

Essential Skills:

• Enthusiasm for providing excellent customer service.
• A positive approach to learning and gaining new skills through teamwork and training opportunities.
• Microsoft office proficiency (specifically Excel)
• Use of email.
• Experience of speaking face to face, via phone calls
• Excellent communication skills
• Time and task management experience
• Problem solving and analytical abilities.

Desired Skills:

• Understanding of Android and iOS phone devices and settings.
• Data presentation and report creation skills
• Presentation skills, both face-to-face and remotely.
• Good understanding of software
• Experience of speaking face to face, via phone calls
• Ability to diffuse escalating incidents.

About this company

Totalmobile is a Field Service Management (FSM) provider passionate about improving work and mobile workers' lives. We are the UK leader with 375 staff across the UK and Ireland, and we support over 1,000 organisations and 500,000 workers to transform the delivery of field services and experience an exceptional return on investment.

We are the UK leader as we have an integrated product suite within FSM that has been crafted together through organic growth and seven strategic acquisitions over the past number of years. This has made us one of the fastest growing software houses in the UK.

This is a great opportunity for a person to join a growing organisation and be part of an experienced customer services team working with large blue-chip organisations throughout the UK and US.

Ask a question

The contact for this apprenticeship is:

Rochdale Training

Nathan Finn

nfinn@rochdaletraining.co.uk

01706 631 417