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Customer Service Tech- Savvy Apprentice
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We are a fast-growing tech business
We are a fast-growing tech business providing two innovative SaaS (Software-as-a-Service) products that help small businesses streamline their daily operations, save time, and grow efficiently.
We are looking for a proactive, tech-savvy problem solver
We are looking for a proactive, tech-savvy problem solver to join our customer-facing support team as an apprentice. In this role, you will join our growing team of go-to experts for our platforms, assisting users with queries and guiding them through our software via phone, email, social media, and live chat.
What you'll be doing
- Provide expert, empathetic troubleshooting via live chat, email, phone, and our dedicated Facebook user communities
- Maintain accurate records of customer interactions using the customer relationship management tools
- Diagnose customer issues by investigating front-end software behaviour, replication steps, and escalating verified bugs to the engineering team
- Write clear, helpful documentation, FAQs, and troubleshooting guides for both internal training and external customer self-service
- Identify common user friction points and actively contribute ideas to improve our internal support processes as we scale
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Apprenticeship details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
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Customer Service Practitioner Level 2
The apprentice will have a monthly group training session (this could be in-person or online) and a monthly 1-1 training and review meeting with their Training Consultant.
Essential qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Start date
The start date for this apprenticeship is flexible.
Career growth
We are a growing team that values shipping great work over sitting in endless meetings. We offer a clear, structured growth path during and after your apprenticeship, with opportunities to take ownership of support functions, transition into permanent support roles, or branch deeper into product development and technical pathways.
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