Technical Support Apprentice

About the role

🚀 Apprentice Support Technician 🚀

Are you ready to dive into the world of tech support and become a troubleshooting wizard? ✨ We're looking for enthusiastic and motivated individuals to join our team as Apprentice Support Technicians! This is your chance to gain hands-on experience and build a killer career in a dynamic environment.

Your Mission, Should You Choose to Accept It:

• Case Champion: 🔥 Create new support cases and log all the juicy details of customer issues accurately.
• First Line of Defense: 🛡️ Provide awesome first-line support via email and phone (under a watchful eye, of course!). If things get tricky, you'll know who to call for backup. 📞
• System Setup Guru: 🖥️ Learn the ropes of setting up new customers and users on our super-cool online portal. Think account creation and access permissions – you'll be the gatekeeper!
• Shadow & Learn: 🕵️‍♀️ Tag along with our senior pros as they unravel mysteries involving wireless sensors, transmitters, software, and all things communication.
• Subscription Savvy: 📆 Keep track of customer account and subscription expiry dates, and make sure everything's updated correctly.
• Detail Detective: 🔍 Meticulously record product info, serial numbers, test results, troubleshooting steps, and outcomes within each case. Precision is key!
• Rule Follower: ✅ Always adhere to our information security, data protection, health and safety, quality, and company procedures. Be a pro, always!

As You Level Up (Typically from Month 3 Onwards):

• Queue Commander: 🚦 Take charge of the support case queue, prioritize like a boss, and see those cases through to happy endings. Closure! ✅
• Independent Diagnostician: 💡 Go solo on fault diagnosis for wireless sensors, probes, transmitters, software, databases, networks, alarms, and communications. You've got this!
• Mapping Maestro: 🗺️ Set up and configure mapping systems for customer sites, ensuring all monitoring points, locations, and devices are perfectly represented.
• Customer Support Star: ⭐ Help customers with system installation, commissioning, device pairing, signal coverage, alarm settings, user access, and reporting. Make their experience seamless!
• Problem Solver: 🧐 Dive deep into system info, device status, logs, signal strength, battery life, and customer test results to pinpoint the root cause of issues.
• Escalation Expert: 🚀 Raise suspected product defects, software glitches, or complex technical faults to our engineering, production, or quality teams, armed with all the diagnostic intel.
• Product Pal: 💪 Assist with returned product assessment, bench testing, coordinating replacements, and providing valuable feedback to our manufacturing teams.
• Knowledge Creator: 📝 Develop and maintain product guides, knowledge-base articles, technical notes, and standard support procedures. Share your brilliance!
• Improvement Innovator: 🚀 Identify recurring faults and contribute to root-cause analysis, corrective actions, product enhancements, and customer training initiatives.

What You Bring to the Table:

• A genuine passion for technology and problem-solving.
• Excellent communication skills (written and verbal).
• A keen eye for detail and accuracy.
• A proactive attitude and a willingness to learn.
• Ability to work both independently and as part of a team.
• Respect for confidentiality and data protection.

Ready to launch your career? Apply now and let's build something amazing together! 🚀

Key responsibilities

• Create and accurately record details of customer support cases.
• Provide professional first-line technical support to customers via email and telephone.
• Learn to set up and configure customer accounts, users, and mapping systems.
• Shadow and later independently diagnose technical faults, escalating complex issues as required.
• Adhere to all information security, data protection, and company procedures.