Software Support Apprentice PANACEA APPLICATIONS LIMITED

We are looking for an enthusiastic individual who is looking to achieve a Customer Service Level 3 Apprenticeship. This is a fantastic opportunity to work with Panacea Software and train with Barnet and Southgate College.

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Closing date: 01 Jan 2024

Apprenticeship summary

  • Annual wage

    £10,296.00

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Mon-Fri, 9.00am - 5.30pm with 1 hour lunch break.

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    15 Jan 2024

  • Date posted

    21 Nov 2023

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000213654

  • Positions

    2 available

What you will do in your working day

  • Ensure prompt and effective response to support requests via telephone, email, online chat and onsite training, in compliance with our contractual KPIs
  • Act as ambassador for Panacea in all dealings with current and potential users, to create positive client relations and encourage recommendations and referrals
  • Ensure effective configuration, maintenance and use of the company’s systems to provide comprehensive records and deliver a consistently excellent support service 
  • Create and maintain a comprehensive, accessible and user-friendly help-site including FAQs and a knowledge-base for all users
  • Help to answer customer enquiries surrounding our company policies as required by the company

Technical Support:

  • Report software bugs/faults, liaise with developers and conduct user-acceptance testing to ensure these are resolved
  • Monitor and report on all user enquiries and feedback, maintaining clear records in order to help the company to ensure optimum use of Panacea Software and to prioritise software development and fixes
  • Communicate productively with users on the resolution of known issues and on newly released functionality or upgrades to the software, in a manner which consistently supports the best interests of our company

User communications:

  • Write and distribute release notes, tailored according to the needs of our subscribers, which inform and promote to our users the functionality, upgrades and changes introduced with each fortnightly release
  • Maintain our company website to incorporate subscribes’ case studies and testimonials, to reflect current functionality and support up-selling and sales of our software
  • Help maintaining our company blog and support the sales team with social media management

General administration:

  • Maintain clear and accurate records on our systems and follow processes carefully to ensure robust work records ready for ISO Audit, and ensure your colleagues can fully cover for you in your absence
  • As a small business, we ask all staff to be flexible and supportive in their approach and to be willing to work on a range of activity not mentioned in their job descriptions. As such we ask that you provide help and support to your colleagues as required to meet unforeseen challenges and fulfil the changing needs of our small and growing business

The training you will be getting

  • Qualification: Level 3 Customer Serivice Specialist 
  • Southgate Campus - 1 Workshop Per Month

What to expect at the end of your apprenticeship

  • Enhance career with potential full-time employment after successful completion of apprenticeship

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Organisation skills, Problem solving skills, Administrative skills, Team working, Initiative

Qualifications

GCSE or equivalent Maths and English (Grade 4-9/A-C) Essential

About the employer

Panacea is an award - winning Software Company designed for seamless integration across various functions, from Source to Pay and Contract Management to Project and Resource Management, and more.

Employer

PANACEA APPLICATIONS LIMITED

Address

St Andrew’s

15 Short St

London

SE1 8LJ

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Training

Training provider

BARNET & SOUTHGATE COLLEGE

Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Contact

Stephanie Leader

stephanie.leader@barnetsouthgate.ac.uk

02037644333

Apprenticeship standard

Customer service specialist

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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