IT Support Apprentice VAC001408248
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Estio Training have an exciting new opportunity for an IT Support Apprentice with Connex Solutions, a Software Company, based in Manchester.
£7,215.00 – £12,000.00
Monday – Friday, Hours TBC
Total hours per week: 37.50
Possible start date
26 Jul 2018
Advanced Level Apprenticeship
Connex Solutions are looking for 1st line support agents who thrive on providing support through many different channels of communication including: email, phone, chat and forums. You will be a great match if you possess fantastic trouble-shooting skills, are driven to help customers and have the ability to dive deep into a new product to learn it inside and out.
Your duties and responsibilities in this role will consist of:
Providing excellent customer service – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
Conveying technical jargon in a wide-array of syntax from beginner level users to developers in the tickets as well as knowledge base articles – excellent organisational, written and oral communication skills
Having a strong sense of urgency and sorting through tasks accordingly
Empowering end-users to support themselves using your knowledge base
Evaluating, troubleshooting, and following-up on customer issues as well as replicating and documenting for further escalation
This job description will be reviewed annually as part of a process of performance review.
Requirements and prospects
Technical support experience
Prior customer service skills
Contact Centre experience (inbound or outbound)
A passion for web-based software
A desire to learn, master and teach
5 GCSEs grades A* – C/9 – 4 or equivalent (including English and maths)
The role offers long term security and the opportunity to progress into a permanent position.
Things to consider
The Current National Minimum Wage (NMW) rate for apprentices is £3.70 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The minimum wage rates are £4.20 for under 18’s, £5.90 an hour for 18-20 year olds and £7.38 for anyone aged 21 to 24 years old and £7.83 for 25 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).
About the employer
Connex One is a cloud based, omni-channel engagement platform. Much more than just a predictive dialler, it has enhanced functionality and data analytics to give you a deeper understanding of your customers and the tools to connect with them for unparalleled results. All Connex One clients benefit from their secure, cloud-based platform. Agents, technical and financial departments alike enjoy the easy to use, enterprise level yet value for money system.
CONNEX ONE LIMITED
The Estio Training programme gives people the opportunity to get practical experience in the IT industry whilst still employed in a real paid job with no cost or debt.
Learners will receive ten weeks of intensive training. Whilst in the workplace, apprentices will also receive continual assessment, and help and guidance from a dedicated trainer who will be there to ensure that they get the most from their work experience.
This apprenticeship will give you a Level 3 Infrastructure Technician Standard with training in areas such as:
Functional skills, maths L2 and English L2
PC Fundamentals & Customer Service Skills
Business Processes & Network Fundamentals
Coding & Logic
Networking and Architecture
Some of these modules will include an option to take an examination in order to receive a professional certificate.
Applications for this apprenticeship are being processed by Estio Technology Recruitment Ltd
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