Apprentice Support Technician

Our client is looking for a driven and intellectual individual who is ready to join a growing and exciting early-stage business. Our client provides education technology solutions to international schools and companies around the globe. The successful candidate will be looking to forge a successful career in a Technical Support and Web Development role and will be working directly with the technical support team to assist with the roll out of new systems, client training, and responding to and resolving customer support queries.

There are excellent opportunities for personal growth and progression within the company. The ideal candidate will work towards managing their own clients in a particular area/region. They will train in the role allowing them to manage all areas of the software install, from the technical work, to support and training. As the apprentice becomes more comfortable in their role, there will be opportunities for overseas travel in places such as Dubai, China, Hong Kong, and many other locations in Europe, the Middle East and East Asia.

By the very nature of working with international clients, we need somebody who is flexible in terms of working hours and the variety of tasks they will undertake.

Key responsibilities

Working alongside lead support technician to support customers
Answer inbound support calls
Manage online customer support helpdesk
Log customer issues and work to resolve them alongside the rest of the support team
Assist with rollout and installation for new customers
Client training (onsite and online)
Account management
CRM management
Focus on customer engagement with product and increase usage throughout client base
Gain a basic understanding of systems administration
Gain an understanding of a range of web technologies to assist in future development
Gain an understanding of the EdTech climate to assist in future product development
The company is small but growing and all employees are expected to work as a team and support one another. You may therefore be asked, from time to time, to undertake other duties that are within your range of skills and abilities.

Essential criteria and skills

Grade C or higher in GCSE Maths and English
Extremely strong computer literacy
Excellent interpersonal/communication skills and great telephone manner
Self-motivated
Ability to use own initiative
Ability to perform effectively when there are pressure peaks
Sets high standards and consistently achieves and exceeds them
Works well within a team
Responsible and reliable
Understanding of HTML, CSS, Javascript or any other programming/development languages

Desirable skills:

Understanding of Linux and PHP
Experience using Moodle and/or other Learning Management Systems in the past (both from an end-user and/or provider’s viewpoint
The majority of training will take place in-house on the job. Where external courses/training sessions are necessary however, the successful candidate will get the opportunity to attend these.

Apprentices will be fully trained in the following areas:

HTML, CSS, Javascript
Moodle Administration
Customer Service/Support
Call handling
Training Delivery
Systems Training
Issue Resolution
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