Customer Support Apprentice

Looking for an apprenticeship that will provide you with an experience like no other?

Do you have a passion for helping customers? Do you take pride in delivering exceptional service? Are you eager to build a rewarding career in customer support? If so, the Customer Support Apprentice role at Sage could be the perfect opportunity for you

This role has a specific remit to support Sage customers, this is achieved by delivering an exceptional customer service in an efficient and professional way, instilling confidence in our products and services. Technical support is truly that, you’ll develop an in-depth knowledge of the Sage portfolio, help customers understand their current Sage product (and ensure their best use of it) and from there gain an understanding of customers business needs, identifying ways in which additional Sage products will support their business and its development.

As well as on-the-job learning, you’ll benefit from five personal development days which you can use to boost your skills and industry knowledge. We also encourage all our colleagues to make an impact in their local communities, by giving them five fully paid days per year to volunteer, fundraise or do other charitable work through Sage Foundation.

Key Responsibilities

What will the programme look like?

At the start of your apprenticeship with Sage you’ll have an induction period where we’ll support you transitioning into your apprenticeship and working environment. You’ll meet apprentices across the business, and get involved in some exciting team building activities. You’ll learn about our range of products and be part of a working group to generate new ideas to build your confidence. You’ll also spend time with your qualification assessor, so you know what is expected of you in your role.

During the first 6 months of the learning process post training, you will be assigned a mentor. We’ll also support you further so you can learn from experienced professionals on-the-job and receive dedicated support to help you develop your knowledge and succeed. You’ll remain in your apprentice training group throughout this period which will give you the opportunity to make friends and build on your experience together. We’re passionate about enabling colleagues to be themselves at work and develop a great career. We support and encourage you to forge relationships with professional contacts, colleagues and most importantly our millions of customers, ensuring that they remain at the heart of why we’re here.

Summary of your Day to Day
- Speaking to our customers to deliver a structured solution with confidence.
- Demonstrate and deliver exceptional problem solving and trouble shooting skills
- Ability to ask the right questions to gain an understanding of the customer's business
- Generate leads for our sales department by recommending alternative product/services that could save the customer money and time.
- Think on your feet and quickly research to find an answer for the customer query.

What will make me successful
- High-energy individual with a can-do approach
- Outstanding interpersonal skills with the ability to work with people at all levels
- Organised, proactive and can work to deadlines
- Able to manage and prioritise a number of tasks at once
- Good technical skills
- A desire to learn about Sage products

You will need five 9-4 GCSE passes (including Maths and English) to thrive in this role, and to qualify for the apprenticeship you will be enrolled on to.

To thrive in this role, you will be looking for a future career in this area. But we’re committed to nurturing the talent at our fingertips, so, if you have the 5 GCSE’s but don’t meet all of the entry requirements, don’t let that hold you back from applying. You can belong at Sage, just as you are.

This Apprenticeship programme has a starting salary of £14,000 per annum, rising in line with progression through the apprenticeship scheme.

Does the above sound of interest to you? If so, all there is left to do is apply

What can I expect from the process?
- Complete a gamified science-driven assessment via Harver, to help us accurately assess if you’re aligned to our values and behaviours, whilst removing any risk of unconscious bias from our process
- If you match the profile, you'll be sent a video interview to record.
- If your video interview is successful, you’ll be invited to a Virtual Assessment Centre

Function

Customer Operations

Country

United Kingdom

Office Location

Newcastle

Work Place type

Hybrid

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Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve ex