Digital Support Technician Apprentice (SWOOPOS)

MOBILE PAY SYSTEMS LTD

Wolverhampton, WV1 3HT

Closes on Monday 4 November

Posted on 29 August 2024

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Summary

You will assist new potential customers by having engaging conversations via telephone and performing enticing, remote demonstrations of our Swoopos system turning potential opportunities into sales. You will ensure you always provide customers with accurate information on Swoopos products and services.

Annual wage
£12,000 a year

Minimum wage rates (opens in new tab)

Training course
Digital support technician (level 3)
Hours
10.00am - 6.00pm Monday - Friday, may include some Saturdays - if site visit is required on the weekend a day off in the week would be compensated.

35 hours a week

Possible start date

Monday 11 November

Duration

1 Year 6 Months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

  • You will be accountable for onboarding of new customers through contractual agreements, whether direct sales or through resellers, in a professional and timely manner ensuring proactive communication throughout
  • When onboarding your responsibilities will be to ensure we are writing “good business” to prevent any issues from arising in the future. This will be done through detailed KYC. You will then ensure you are able to meet customer expectations, meet deadlines and ensure contractual agreements are well understood
  • Build relationships with your customers and our resellers to ensure satisfaction throughout the lifetime of the contract and to increase retention. Perform check-in conversations on customers to obtain feedback and generate Trustpilot reviews
  • Talk to customers daily, over the phone or via email to provide remote solutions, where possible, to any technical issues that may arise. Troubleshoot to detect any causes and resolve, linking in with 3rd party suppliers / partners when required
  • Educate customers on procedures for resolving or preventing recurrence of a technical issue
  • Perform ad hoc site visits to resolve any technical issues that could not be done remotely
  • Schedule site visits annually to ensure relationships remain strong with your accounts
  • Create and maintain clear customer record’s using our CRM system
  • Collaborate with software developers to ensure customer feedback is built into our future development strategies and any systemic issues can be addressed quickly and effectively

Where you’ll work

28 Cleveland St

Wolverhampton

WV1 3HT

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

ESTIO TRAINING LIMITED

Your training course

Digital support technician (level 3)

Equal to A level

Course contents
  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.
  • support digital operations or digital change and transformation activities.
  • investigate application problems and enable resolution to maintain productivity and improve quality of service.
  • coach and guide stakeholders to develop their applications skills to use digital systems effectively.
  • monitor data to analyse systems use and provide insights to recommend use or applications developments.
  • support customers in the use of information, products and services through digital channels.
  • diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
  • maintain end-user systems physically or remotely. For example: software, hardware or operating systems
  • provide and direct end-users to tools and resources to help them to resolve their digital problems.
  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.

    • Your training plan

    Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

    Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

    Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

    • Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace
    • Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience
    • Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
    • Efficiently operate and control your ICT infrastructure - physical or virtual hardware, software, network services and data storage.
    • Use infrastructure management tools to automate the provisioning, testing, deployment, and monitoring of infrastructure components
    • Prioritise systems support tasks and monitor and maintaining system performance
    • Maintain regulatory, legal and professional standards
    • Support the information systems needs for your business

    Requirements

    Essential qualifications

    GCSE or equivalent in:

    • 5 GCSE's including English and Maths (grade A*-C/9-4 or equivalent)

    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

    • Attention to detail
    • Customer care skills
    • Problem solving skills
    • Excellent IT skills
    • Excellent communication skills
    • Able to manage own workload
    • Good time management skills
    • Have continuous improvement
    • Proactive
    • Self motivated
    • Trouble shooting skills
    • Maintaining accuracy

    Other requirements

    • Working remotely from home (On occasion you will be required to travel with ad hoc site visits some of which may be on a weekend and monthly collaboration team meetings face to face) • Support throughout your apprenticeship. • Travel expenses for any onsite visits required. • Comparable Company Pension. • 25 days holiday per year (for full time, pro rat’d for part time) plus bank holidays. • Being a part of an exciting, accelerating team & business at a crucial point of growth. In addition of all of this, we want our colleagues to be themselves. We’re proud to be different, so we want you to bring your whole self to work!

    About this company

    Swoopos was founded in 2017 with a mission is to develop a cost-efficient and multi-functional POS system that helps merchants to smoothly run their business and make profit. All our product features are developed in-house by our professional development team, we do not rely on third-party feature integrations which makes our system strong and reliable. We tailor our POS solution to meet the different needs of every business and provide free migration and setup with software and hardware at an affordable price. Our POS can do more than just take orders and cash payments. We offer a comprehensive set of features that links the POS, back office, e-commerce, mobile ordering app all in one system with the features you need to run your business efficiently in a modern market.

    After this apprenticeship

    The role offers long term security and the opportunity to progress into a permanent position.

    Ask a question

    The contact for this apprenticeship is:

    ESTIO TRAINING LIMITED

    The reference code for this apprenticeship is VAC1000273649.

    Apply now

    Closes on Monday 4 November

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.