Digital Support Technician: Level 3 Apprenticeship

Forfront; Epsom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading digital support company in the United Kingdom is seeking candidates for a Digital Support Technician apprenticeship. The role involves assisting clients with platform-related issues, troubleshooting technical bugs, and providing first-line support. Candidates should have strong customer care skills and a proactive approach. This apprenticeship includes practical training, aiming to develop skills in a dynamic work environment.

Qualifications

• Let the company know about other relevant qualifications and industry experience.
• An apprenticeship includes regular training with a college or training organisation.

Responsibilities

• 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.

Skills

Customer care skills

Creative

Initiative

Non judgemental

Job description

Responsibilities

• 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

• Customer care skills
• Creative
• Initiative
• Non judgemental

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)

Apply for Digital Support Technician: Level 3 Apprenticeship

Note: This section has been trimmed to remove form fields and boilerplate. Interested applicants can apply through the appropriate channel.