Level 3 Digital Support Technician
Company: SWOOPOS
Office Address: 28 Cleveland St, Wolverhampton, WV1 3HT – (Role is remote)
Working hours: 35 hours weekly – 10am – 6pm (Monday – Friday, may include some Saturdays if site visit is required on weekend a day off in the week would be compensated)
Salary: £12,000
Contact: Sean at Sean.Hove@estio.co.uk or call 01133 500 333
About the company:
Swoopos was founded in 2017 with a mission to develop a cost-efficient and multi-functional POS system that helps merchants run their business smoothly and profitably. All our product features are developed in-house by our professional development team, ensuring a strong and reliable system.
We tailor our POS solution to meet the different needs of every business and provide free migration and setup with software and hardware at an affordable price. Our POS can do more than just take orders and cash payments, offering a comprehensive set of features that links the POS, back office, e-commerce, and mobile ordering app all in one system.
Brief job description:
Estio Training has an exciting new opportunity for a Digital Support Technician Apprentice with Swoopos, a POS System company based in Wolverhampton.
Your duties and responsibilities in this role will consist of:
* Assist new potential customers by engaging in conversations via telephone and performing remote demonstrations of our Swoopos system, turning potential opportunities into sales.
* Accountable for onboarding new customers through contractual agreements, ensuring proactive communication throughout.
* Ensure we are writing “good business” to prevent future issues through detailed KYC, meeting customer expectations and deadlines.
* Build relationships with customers and resellers to ensure satisfaction throughout the contract lifetime, performing check-in conversations to obtain feedback.
* Provide remote solutions to technical issues that may arise, troubleshooting and linking with 3rd party suppliers/partners when required.
* Educate customers on procedures for resolving or preventing recurrence of technical issues.
* Perform ad hoc site visits to resolve technical issues that could not be addressed remotely.
* Schedule annual site visits to maintain strong relationships with accounts.
* Create and maintain clear customer records using our CRM system.
* Collaborate with software developers to integrate customer feedback into future development strategies.
Qualifications:
* 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)
Skills Required:
* Excellent IT skills.
* Excellent verbal and written communication skills.
* Ability to follow processes and procedures, manage time effectively, and identify opportunities for improvement.
* Proactive and self-motivated.
* Good problem-solving skills to understand problems, troubleshoot, and articulate potential solutions.
* Ability to maintain accuracy and attention to detail while managing rapidly growing volumes of demand.
* Excellent relationship building with customers, colleagues, and 3rd parties.
Future prospects:
The role offers long-term security and the opportunity to progress into a permanent position.
* Working remotely from home with occasional travel for site visits and monthly face-to-face collaboration meetings.
* Support throughout your apprenticeship.
* Travel expenses for onsite visits.
* Comparable Company Pension.
* 25 days holiday per year (for full-time, pro-rated for part-time) plus bank holidays.
* Be part of an exciting, accelerating team at a crucial point of growth.
* We want our colleagues to be themselves; we’re proud to be different!
Training to be provided:
Estio apprenticeship training programmes are delivered virtually by our qualified and industry-experienced training team, built around the real-world use of modern technology.
Throughout the apprenticeship, learners receive coaching, help, and guidance from a dedicated team to maximize their work experience.
Successful completion of this apprenticeship provides an accredited Level 3 Digital Support Technician qualification, with training in:
* Helpdesk Operations and Functions.
* Maintaining Digital Systems and Services.
* Fundamentals of Digital Systems.
* Administration of Digital Systems and Services.
* Change Management.
* Teamwork and Communications.
* Introduction to System Security.
* User and Stakeholder Training.
* Working in Digital Support.
* Data Operations and Security.
* Pathways and Career Progression.
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