IT Customer Support Apprentice

£15,000 per annum with progression
30 Sep 2017
03 Nov 2017
Contract Type
Full Time

We are delighted to be assisting Craneware, who are a market leading Software and Support firm based in Central Edinburgh, with the recruitment of an IT Customer Support Apprentice.

Modern Apprenticeship Programme

As well as entering full-time employment with a well-established company, you will be given the opportunity to gain industry recognised Vocational qualification and valued Microsoft Technical certifications through completion of a Modern Apprentice (MA) Programme.

An Apprenticeship offers you the chance to earn as you learn, attain new qualifications and get work experience within a thriving business environment. Furthermore, it will increase your career prospects and can be the beginning of a long, successful and lucrative career.

The Role·Starting salary of £15,000 per annum with salary & career progression opportunities

·Work hours: Monday to Friday, 14:00 – 22:00 (only apply if you can commit to these hours - no flexibility!)

·Based at Tanfield House, Edinburgh, EH3 5DA

As an IT Customer Support Apprentice, you will provide behind the scenes support to the Customer Service Representative (CSR) team, to ensure high standards of customer service are maintained.

The CSR team within Craneware are responsible for building and maintaining close relationships with clients, in order to better understand their needs and answer any queries they may have. Keeping clients happy is a key aspect of the role.

Core duties and responsibilities include the following;

•Resolve a variety of system issues from multiple contact points, in order to maximise customer satisfaction.

•Log and manage incoming customer files, in order to keep customer dataset current.

•Create new file templates, to help provide customers with agreed format.

•Log and manage customer data queries, to maximise customer satisfaction.

•Develop and maintain a working knowledge of all Craneware products and internal systems, with a view to improving software and business knowledge.

•Complete remote installations on all software products for colleagues and customers, to meet end user satisfaction.

The Candidate
Essential Skills:·Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations.

·Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

·Oral Communication - Speaks clearly and persuasively; Responds well to questions; Participates in meetings.

·Written Communication - Writes clearly and informatively; Able to read and interpret written information.

·Teamwork - Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.

·Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.

·Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.

·Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions.

·Initiative - Volunteers readily


Standard Grade, National 5/Higher in a computing related discipline; or equivalent combination of education and experience.

If you have any questions or would like more information on this role, or Apprenticeships in general, please call the Apprentice Recruitment Team at YouTrain on 01786 478 478.

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