Customer Service Desk Engineer Apprentice CONNEXIN LIMITED

This is a hands-on, technical Service Desk role within the Connexin Customer Service Team providing technical support to Connexin customers and partners covering a range of Connexin products, including both Voice and Data.

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Closing date: 23 Sep 2017

Apprenticeship summary

  • Weekly wage

    £170.00

  • Working week

    Mon-Fri 9am - 5pm, (1 hour lunch)

    Total hours per week: 35.00

  • Apprenticeship duration

    52 weeks

  • Possible start date

    25 Sep 2017

  • Date posted

    03 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001292285

  • Positions

    1 available

This is a hands-on, technical Service Desk role within the Connexin Customer Service Team providing technical support to Connexin customers and partners covering a range of Connexin products, including both Voice and Data.

This involves working with customers via the telephone, email and online chat to provide help and advice on customer faults and any other technical queries they may have. The position would be ideal for people who enjoy solving problems using a methodical and logical approach working within a similar technical role. There will be an element of working with customers online running live debug to solve problems. Experience and knowledge in wireless/wired broadband, ethernet services and IP telephony would be a distinct advantage.

Key Duties and Responsibilities:

  • To provide technical and general customer service support to Connexin customers at all times via telephone, email and online chat
  • Effective monitoring and diagnostic of CPE and wireless equipment to identify issues
  • Communicate effectively network issues to customers
  • Using company CRM system to log, manage, diagnose and report incidents or change requests by Connexin customers
  • Manage and take accountability of customer complaints from start to finish effectively and fairly
  • Work effectively to meet KPIs, customer service level agreements and customer expectations
  • At all times act professionally, demonstrating excellent timekeeping, organisational skills and communication skills, both written and verbal
  • Plus any other related duties

You will received full training and support in all aspects to ensure that you have a full understanding of your job role and the duties to be completed.


Requirements and prospects

Desired skills

  • Approachable and friendly
  • Pleasant telephone manner
  • Good communicator
  • Strong I.T skills
  • An interest in technology would be an advantage though not essential

Personal qualities

  • Honest and reliable
  • Desire to learn, develop and do well
  • Team player
  • Good work ethic
  • Determined and hard working
  • Desire to work in a customer service role and give a heartfelt service
  • Reasonably confident
  • If you have the right attitude and desire to learn, we can do the rest!

Qualifications required

GCSE grades A*-C (or equivalent) in Maths, English and ICT are desirable.

Future prospects

Our Apprentices have now developed in the business. There are various departments Apprentices can progress into and we recognise peoples skills and abilities.

Things to consider

Please consider the location of this vacancy and your ability to get to the location in a timely manner, on a daily basis, should you be successful.

About the employer

Be part of our story.  May 2006, marked the beginning of an epic journey.  Founded as a bedroom hobby, Connexin is now an international business with customers all over the world.  Going from startup to a larger business, we have stayed true to our mission statement which is:

"Be Awesome,  Care, Inspire"

We have created a fun working environment in modern and creative office suites.

Employer

CONNEXIN LIMITED

Address

Bridge View Office Park Unit 9

Henry Boot Way

Hull

HU4 7DW

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Training provider

  • Level 2 Apprenticeship in Customer Service 
  • Functional Skills in maths and English up to Level 2 (where required), Function Skill ICT at Level 1 (where required)
  • Employments Rights and Responsibilities
  • Personal Learning and Thinking Skills.

Apprenticeship standard

Customer service > Customer Service Practitioner

Training provider

YH TRAINING SERVICES LIMITED

Applications for this apprenticeship are being processed by YH TRAINING SERVICES LIMITED

Contact

Sophie Ness (Business Development Apprentice) sophie.ness@yh-group.co.uk


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Closing date: 23 Sep 2017