Digital Support Technician: Level 3 Apprenticeship
SKILLS
FULL DESCRIPTION
Summary
Apprentices learn to diagnose technical issues, provide user support, manage system updates, and ensure optimal application performance. The role involves working with the Customer Success and Technology teams, using problem-solving skills, and gaining experience with various software tools and our own SaaS products
Key Responsibilities/Duties:
- Assist clients with platform-related issues, including campaign setup, automation, and integrations.
- Troubleshoot user-reported bugs, escalating complex issues to senior support or development teams.
- Provide first-line support via email, chat, or ticketing systems.
- Log, track, and prioritise technical issues using an internal ticketing system.
- Collaborate with product and engineering teams to ensure timely resolution of bugs and outages.
- Create and update knowledge base articles, FAQs, and troubleshooting guides for clients.
- Assist in onboarding new customers by guiding them through platform features and best practices.
- Support data integrity efforts by helping customers with reporting, analytics, and GDPR compliance.
- Ensure proper handling of API integrations and third-party software connections.
- Work closely with marketing, product, and sales teams to ensure a seamless customer experience.
- Provide insights from support interactions to improve product development and customer engagement.
- Stay updated on SaaS trends, marketing automation, and customer engagement strategies.
- Suggest process improvements to enhance efficiency and customer satisfaction.
Core Requirements/Qualifications/Skills:
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
What you’ll do at work
- Assist clients with platform-related issues, including campaign setup, automation, and integrations. - Troubleshoot user-reported bugs, escalating complex issues to senior support or development teams. - Provide first-line support via email, chat, or ticketing systems. - Log, track, and prioritise technical issues using an internal ticketing system. - Collaborate with product and engineering teams to ensure timely resolution of bugs and outages. - Create and update knowledge base articles, FAQs, and troubleshooting guides for clients. - Assist in onboarding new customers by guiding them through platform features and best practices. - Support data integrity efforts by helping customers with reporting, analytics, and GDPR compliance. - Ensure proper handling of API integrations and third-party software connections. - Work closely with marketing, product, and sales teams to ensure a seamless customer experience. - Provide insights from support interactions to improve product development and customer engagement. - Stay updated on SaaS trends, marketing automation, and customer engagement strategies. - Suggest process improvements to enhance efficiency and customer satisfaction.
Requirements
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
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
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
NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)
Your training course
Digital support technician
Equal to Level 3 (A level)
Where you’ll work
GLOBAL HOUSE
ASHLEY AVENUE
EPSOM
SURREY
KT18 5AD
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Digital Support Technician: Level 3 Apprenticeship
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