Technical Support Apprentice - Customer Service Level 3

Role

Our Technical Support team are responsible for providing direct technical support with a customer centric focus. This position will see you take a place within our platform technical support team, to provide excellent support in resolving all technical issues. The post holder should have a problem-solving attitude with the ability to see things from the customers' perspective and be their champion in getting their issues resolved.

The post holder should have an interest in the telecoms industry and the technology industry more widely and an enthusiasm and willingness to learn new skills.

Key Responsibilities

Customer Satisfaction

1. Ensure the delivery of high-quality technical support
2. Ensure customer service response is timely and accurate
3. Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.
4. Meeting defined metrics/benchmarks.
5. Making sure that standards and processes are followed.

Processes and Procedures

1. Triage, investigate and resolve technical support requests.
2. Coordinate support issues between customers and 3rd party vendors
3. Communicate appropriately internally and to customers
4. Establish best practices throughout the entire technical support process
5. Drive ticket resolution within predefined service level agreements
6. Monitor and manage phone queues
7. Contribute to Knowledge Base repository and ensure top quality solutions are available to the team and customers
8. Manage and maintain partner relationships as required

Communication

1. Follow up with customers as part of the service lifecycle
2. Provide customer feedback to the appropriate internal teams (e.g., Key Account Managers)
3. Advise management on situations that may require additional client support or escalation

Core Skills

1. Excellent verbal and written communication skills.
2. Analysing information and excellent troubleshooting skills.
3. Excellent organisational and time management skills.

Role Competencies

1. Professionalism - Approaches others in a tactful manner and manages departments' expectations. Treats others with respect and consideration regardless of their status or position.
2. Teamwork - Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone's efforts to succeed.
3. Problem solving - Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully. Develops alternative solutions and escalates as appropriate.
4. Technical skills - Commits to being knowledgeable and up to date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business' core areas. Shares expertise and knowledge with others.
5. Time Management - Prioritises and plans the workload in accordance with the team managers with high efficiency.

Core Competencies

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.

1. Engaging - Working with diverse Engineering teams and getting the best from them.
2. Disciplined - To meet tight timelines and drive the teams to success.
3. Down to Earth - Gradwell people are straightforward and grounded.
4. Friendly - Gradwell people like to make the workplace a fun and relaxed place to be.
5. Helpful - Gradwell people will always look for ways to help each other and their customers.
6. Persistent - Gradwell people can be relied upon to get the job done - whatever it takes.

Values

1. Personal - Kind, Human, Caring
2. Pioneering - Expert, Masterful, Skilled
3. Proactive - Driven, Energetic, Agile

In return we offer:

1. Apprentice wage
2. Great funded training opportunities
3. Progression opportunities as part of a fast-growing, successful company
4. Opportunities for flexible hours/hybrid working
5. Life Cover of 4x Salary
6. Company Pension Scheme
7. 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying.
8. Paid sick pay of 20 days a year
9. Subsidised Bupa dental cover (after probation)
10. Subsidized gym membership (after probation)
11. Cycle to Work Scheme (after probation)
12. Free Broadband Service (after probation)
13. Charity day
14. Employee Assistance Programme and Access to Smart Health
15. Long Service Awards
16. Employee Mortgage Services
17. Employee Will writing Services
18. Enhanced Maternity, Paternity, Adoption and Surrogacy Pay