12/09/2018 QA integration Abingdon OX14 4RY

IT Customer Support Analyst Apprentice – Abingdon (OX14) – 16289

  • Sector: i t telecoms
  • Location: Abingdon
  • Salary: 9496.24
  • Level: 1
IT Customer Support Analyst Apprentice – Abingdon (OX14) – 16289

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Employer Description

Xn Leisure Systems Limited (Xn) is a company demonstrating over 4 decades experience in delivering award winning IT solutions within the leisure sector, with thousands of users who benefit from partnering with an organisation offering a wealth of industry knowledge and expertise.

Xn is engaged in a program of continuous strategic investment in people, product development and services. Xn mirrors the friendly, people-orientated nature of the leisure sector whilst stimulating innovation and focused performance amongst our personnel.

Xn’s Mission Statement: “Xn Leisure aims to ensure adding value is at the heart of our vision to be a partner, not just a supplier, within our sector and realise it is people and relationships, built on integrity and commitment that provides customer loyalty.”

Job description

To work as part of a team delivering a first class, professional customer service in a 1st line support position.

To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.

Responsibilities

  • Logging and progressing 1st line Support Calls
  • Follow up “customer care” calls
  • Promote the latest products and services to the customer base
  • Logging calls from emails onto the support desk system
  • Maintaining remote access/support documents and customer records on CRM
  • Set, maintain and exceed customer service standards
  • To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements
  • To progress all outstanding calls and ensure they are resolved within the relevant time scales

Qualities/ essential requirements

  • Confident
  • Focused
  • Passionate
  • Dedicated
  • Team player
  • Excellent communicator
  • Hard worker

Desired Qualification

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Other Important Information

Working hours – 9am-5:30pm, Monday-Friday

Benefits

Potential full time role at the end of the season

Important Information

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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