Milton Keynes College

Customer Support Apprentice

Location
Towcester, Northamptonshire
Salary
£12,000 per year
Posted
24 Apr 2019
Closes
12 May 2019
Job Function
Sales and Marketing
Contract Type
Fixed Term
Hours
Full Time

Employer Name: Oysta Technology Ltd (Towcester)

Working Week: Monday to Friday

Duration: 12 Months

Possible Start Date: 20/05/2019

Joining one of the fastest growing technology companies providing a full IOT service in Social care - healthcare B2B , supporting some of Europe’s leading companies and mobile networks. Based at our Pury Hill office, the Customer Support role forms part of the Operations Team, being responsible for handling device and service-related issues.

The company provides mobile and fixed technologies connected to its state of the art IOT platform working with artificial intelligence, big data etc alongside a first-class service, working at the cutting edge of new and exciting mobile communication technologies helping all from individuals, family’s local authorities to name just a few.

As demographics change and the population continues to age our services are being used to help loved ones stay at home longer and not go into long term care, live more independently, reduce non-urgent hospital visits and so much more. We also help younger people with learning disabilities get some freedom and independence while helping their care workers get some time to themselves.

Principal Accountabilities (responsibilities and duties):

  • Handle phone and email client questions promptly and accurately, with good client relationship building
  • First line diagnostics and replication of faults and appropriate escalation
  • Handle support tickets to ticket SLA requirements, escalating to Operations Manager on SLA breaches or operational issues
  • Provide efficient fault resolution – both internally and externally
  • Ensure you are following internal policies and procedures for support of great service quality
  • Carry out methodical, structured testing of client devices before dispatch of orders and repairs
  • Ensure accurate and effective configuration of client set-up and repairs
  • Identify root cause and escalate accordingly to third parties or internal technical support engineers
  • Working towards departmental and project deadlines

Key Performance Indicators:

  • Customer (internal and external) satisfaction with operations, positive customer engagement
  • Platform meets SLA requirements
  • Meet ticket SLA targets
  • Taking ownership and ensuring satisfactory conclusion
  • Completion of all routine duties before end of shift
  • Reporting back to client to internal and external guidelines
  • Thoroughness in work and investigation of issues

Decision Making Authority:

  • Day to day support of customers and team members via phone and e-mail • Escalation to 2nd line where appropriate within agreed SLAs and timeframes
  • Communication to customers on operational Status and tickets

Benefits:

  • Free parking
  • Secure bike storage
  • Kitchen to prepare snacks
  • Hot drinks provided
  • Pension (Over 22 and following probation)
  • 28 days holiday includes bank /public holiday
  • Company bonus scheme if company targets achieved

Entry requirements

  • GCSE English and Maths A*-C or level 2 equivalents.

Qualifications taken

  • Apprenticeship Standard for Customer Service Practitioner
  • Functional Skills qualifications (if required)
  • Training will include attendance at College, online learning and independent study in the workplace
  • Regular visits from the College into the workplace
  • Observations and assessments in the workplace
  • Use of e-portfolio
  • End point assessment
  • Ongoing training and support from both the College and the employer

Please apply via the link.

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