Technical Support Analyst - Apprentice YAYYAY GROUP LIMITED

We are seeking a bold, outgoing and attentive apprentice to join our Customer Support team. Perfect for a confident individual starting their career, you’re “can-do, will-do, on-it” character will shine through.

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Closing date: 30 Sep 2017

Apprenticeship summary

  • Weekly wage

    £150.00 - £200.00

  • Working week

    9-6 mon to Thursday 9-5 Friday 1 hour lunch break

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    02 Oct 2017

  • Date posted

    08 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001307381

  • Positions

    1 available

As the voice and keyboard of our business to the customers we serve, your role will include:

  • Helping existing customers find their way around our products with a saintly, caring and fun patience.
  • Enthusing about our products to prospective customers, helping them to make an informed decision when choosing our products.
  • Digging deep into our customer’s IT setup using screen sharing tools and all the resources of our team, to eliminate problems.
  • Managing contact via multiple channels including calls, emails, ticketing systems and chat to ensure every one of our customers is treated as a VIP and that we remain “real time responsive”
  • Specify and work with the team to author relevant support content that proactively helps our customers, from online videos to FAQ library’s.
  • Feedback and into our product teams to keep building the successful business and products we have today.

Requirements and prospects

Desired skills

  • Strong Communication/telephone manner
  • Experience of Mac
  • Customer service
  • Knowledge of google apps/drop box/google drive

Personal qualities

Able to demonstrate to us that you are a logical thinker with ability to get into the detail of a problem and resolve it.

  • A very confident communicator with a grammatically strong and creative writing style.
  • A strong relationship builder who doesn’t like awkward silences, but doesn’t fill them with even more awkward fluff either!
  • Ability to clearly identify customer requirements and in turn sales opportunities, harvesting them into additional revenue for the business.
  • Happy working with a team to reach your goals of treating every customer as a VIP.
  • Practical, with a can do attitude and excited by the work you deliver

Qualifications required

A minimum of 5 GCSE’s C and above Including Maths, English and ICT (or equivalents)

Future prospects

Progression to level 4 and/or full-time employment for the right candidate.

Things to consider

Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour. This is the legal minimum pay per hour applying to 16-18-year-old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies. It is highly important that you do not contact the Employers directly – any attempt of this may invalidate candidate’s application. Should you have any queries regarding your Application or the job itself, please contact your 3aaa Training Academy.

About the employer

We’re a tech led team based in modern Guildford, Surrey, offices. We enable the web for small businesses through a suite of cloud based SaaS products. Practical & fun, we can’t wait for Monday mornings.

Employer

YAYYAY GROUP LIMITED

Address

ground floor

15

Bury Street

Guildford

GU2 4AW

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Training provider

Throughout the duration of your Apprenticeship you will be required to attend the 3aaa Technology Academy in Guildford for up to 12 weeks on a block release basis for structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Advanced Apprenticeship for IT, Software, Web and Telecoms Professionals. The qualifications consist of:

  • Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
  • L3 Diploma in ICT Professional Competence
  • L3 Extended Diploma in ICT Systems and Principles
  • Level 2 Functional Skills English, Maths, ICT (if applicable)

Apprenticeship framework

IT, Software, Web & Telecoms Professionals

Training provider

ASPIRE ACHIEVE ADVANCE LIMITED

Applications for this apprenticeship are being processed by Aspire Achieve Advance Limited

Contact

applyguildford@3aaa.co.uk


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Closing date: 30 Sep 2017