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Customer Service Helpdesk Apprentice

QA Apprenticeships
Billingham, UK
Closing date
21 Jan 2021

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Technology & New Media
Contract Type
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Job Details

Job Details:


We are excited to offer a fantastic opportunity for a customer service analyst to join us and become a member of the team.

The Customer Service Helpdesk Advisorsact as the first point of contact between Everflow Tech customers who need technical support. They resolve simple problems and escalate unsolved problems to the specialised development team.

We are looking for candidates who are natural problem-solvers and who enjoy a challenge whilst providinghigh levels of customer service excel in this role.

There will be a requirement for the successful candidate to undertake a Customer Service qualification on the Apprenticeship scheme.The primary function of the role will be to work as part of the service desk team, reporting directly to the Customer Services Manager.

Main responsibilities:

Provide first level support: When customers contact us for support with a problem they're experiencing, their first point of contact is the Everflow Tech Service Desk. The customer support Apprentice will provide first-level support for customers, which encompasses solving basic problems.
Track client engagement: The customer service analyst will log, monitor and resolve incidents through a ticketing system. Ensuring that relevant information is captured and input into the ticketing system.
Escalate complicated problems: If the problem is too complicated for the customer support analyst to resolve on their own, they will escalate it to the development team.
Follow up with customers: When the customer service analysts escalate more complicated problems, they will still be responsible for updating the customer on the progress of the ticket and to ensure the incident has been solved to ensure it was resolved to the customers satisfaction.
Recommend product improvements: Customer service analysts are often the first employees to encounter bugs or problems with the company's product. As such, they are responsible for informing their supervisors and other relevant parties about common problems so they can be solved quicker.

What we're looking for:

Desired skills and qualities:

Everflow Tech are looking for a school or college leaver who is good at solving problems and working with customers.

We are looking for someone who can demonstrate or have the potential to develop the following:

Troubleshooting: Should be able to identify issues or incidents that are raised by customers over the phone. This requires good listening skills and questioning techniques to determine the problems the customer is facing.
Technical expertise: We expect the candidate to have an interest in tech and product development.
Communication: The major part of this role is to engage with customers on a daily basis via various mediums. We are looking for someone with good communication skills both verbally and in writing. The successful person must be comfortable talking to customers over the telephone on a daily basis.
Multitasking: The role is varied, so we are looking for an individual who is open to learning and managing several tasks at once.
Developing knowledge: Develop an excellent understanding of all Everflow Tech products and services and also gaining a customer service qualification.
Working together: Create effective relationships with colleagues in the service desk and wider Tech team to share your own ideas and to expand your knowledge base within a Tech environment.

Desired qualifications:

5 GCSE's, grades A*-C/9-4 or equivalent (including English Language and Maths)

Other information:

In addition to working as a key member of the service desk team, exposure will be encouraged in other areas of the business.

Client Services/ Sales and Product team: To gain insight and understanding of how other areas of the business work, both independently and in collaboration with the service desk.


Attractive salary
Pension scheme
Vocational qualification
Ongoing support, development and training
Great reward and recognition system
Cycle-to-Work scheme
Exposure to the Board of Directors and all parts of a growing business
25 days' annual leave plus bank holidays
Free parking

Important Information:

QA's apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.
(phone number removed)
IT systems and networking
£250.00 per week
Closing date:
26 Jan 2021
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