Technical Support Trainee

2 months ago

Bath, Bath and North East Somerset, United Kingdom Total Training Provision Full time
Position Overview
As a member of our Technical Support team, you will play a crucial role in delivering direct technical assistance with a strong focus on customer satisfaction. This role involves joining our platform technical support team to provide exceptional service in addressing various technical challenges. The ideal candidate will possess a problem-solving mindset and the ability to empathize with customers, advocating for their needs to ensure prompt resolution of issues.

Key Responsibilities
Customer Satisfaction
  • Deliver high-quality technical assistance.
  • Provide timely and accurate responses to customer inquiries.
  • Fulfill responsibilities to help the overall tech support team meet and exceed performance expectations.
  • Adhere to defined metrics and benchmarks.
  • Ensure compliance with established standards and processes.
Processes and Procedures
  • Triage, investigate, and resolve technical support inquiries.
  • Facilitate communication between customers and third-party vendors regarding support issues.
  • Maintain effective communication with both internal teams and customers.
  • Establish best practices throughout the technical support workflow.
  • Drive resolution of support tickets within set service level agreements.
  • Monitor and manage call queues effectively.
  • Contribute to the Knowledge Base repository, ensuring high-quality solutions are accessible to the team and customers.
  • Manage and nurture partner relationships as necessary.
Communication
  • Follow up with customers throughout the service lifecycle.
  • Relay customer feedback to relevant internal teams.
  • Inform management of situations that may require additional client support or escalation.

Core Skills
  • Exceptional verbal and written communication abilities.
  • Strong analytical and troubleshooting skills.
  • Excellent organizational and time management capabilities.

Role Competencies
  • Professionalism – Engages with others in a respectful manner and manages expectations effectively.
  • Teamwork – Balances individual and team responsibilities, welcomes feedback, and fosters a positive team environment.
  • Problem Solving – Identifies and resolves issues promptly, gathering and analyzing information skillfully.
  • Technical Skills – Commits to staying informed about relevant technologies and continuously enhancing knowledge and skills.
  • Time Management – Prioritizes and plans workload efficiently in collaboration with team management.
Core Values
At Total Training Provision, we pride ourselves on a unique and valued culture. Our employees embody the following traits:
  • Engaging – Collaborating effectively with diverse teams.
  • Disciplined – Meeting tight deadlines and driving team success.
  • Down to Earth – Maintaining straightforward and grounded interactions.
  • Friendly – Creating a fun and relaxed workplace atmosphere.
  • Helpful – Always seeking ways to assist colleagues and customers.
  • Persistent – Committed to completing tasks effectively.

In Return We Offer:
  • Competitive apprentice wage.
  • Access to funded training opportunities.
  • Career progression within a growing, successful organization.
  • Flexible working hours and hybrid working options.
  • Life insurance coverage of 4x salary.
  • Company pension scheme.
  • 32 days of holiday (including public holidays), increasing with service.
  • Paid sick leave of up to 20 days annually.
  • Subsidized dental coverage after probation.
  • Subsidized gym membership after probation.
  • Cycle to Work Scheme after probation.
  • Complimentary broadband service after probation.
  • Charity day.
  • Employee Assistance Programme and access to health resources.
  • Long service awards.
  • Employee mortgage services.
  • Employee will writing services.
  • Enhanced parental leave policies.

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