Digital Technology Apprentice (forgood.tech)

About the role

🚀 Digital Technology Apprentice (Level 6 Apprenticeship) 🚀

Are you ready to launch your tech career? ✨ Join us as a Digital Technology Apprentice and dive into a Level 6 Apprenticeship that blends cutting-edge online learning with hands-on experience. You'll become a pro in the tech world, gaining skills that are in high demand. 💻

Your mission, should you choose to accept it:

• Be the First Point of Contact: Provide top-notch first-line support and troubleshooting for Microsoft Dynamics 365 Business Central and Dynamics NAV/BC. 🤝
• Deliver Awesome Customer Service: Wow our diverse customer base with your professionalism and dedication, hitting those company service standards every time. 💯
• Log & Solve: Make sure every customer issue is logged, categorized, and prioritized with all the necessary details from the get-go. ✍️
• Hit Your Targets: Work like a boss within our Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), always aiming for the highest quality. 🎯
• Share Your Knowledge: Become a knowledge guru! Create and maintain internal and external knowledge base articles, sharing tips and tricks for known issues and product info. 💡
• Explore the Ecosystem: Get exposure to awesome teams like Project Management, Development, and Consultancy within our growing organization. You'll see how it all fits together! 🗺️
• Study & Grow: Dedicate one day a week to your Level 6 Digital and Technology Solutions Apprenticeship at BPP University, staying on track with your coursework and keeping in touch with your tutor. 📚

Key Responsibilities include:

• Managing customer interactions via our online portal, phone, and live chat, all while crushing our SLAs. 📞
• Ensuring every customer has an epic experience. ⭐
• Applying best practices to handle customer cases like a pro. ✅
• Performing detailed troubleshooting and diagnostics for all customer queries. 🔍
• Mastering incident management, request fulfillment, and knowledge management using the ITIL framework. ⚙️
• Crafting and updating knowledge base articles and process documentation. 📄
• Tackling customer development requirements like change requests, upgrades, and debugging. 🛠️
• Offering basic consultancy services, including training and testing. 🎓
• Assisting the Project Management team with essential admin tasks. 📊
• Communicating with customers in a clear, professional, and knowledgeable way. 🗣️
• Effectively prioritizing your workload to keep customer satisfaction sky-high. ⬆️
• Problem-solving like a detective and finding awesome solutions to customer queries. 🕵️
• Being available for occasional out-of-hours work and travel to customer sites across the UK as needed. ✈️

Important Note: It's crucial to maintain your eligibility for the Level 6 Digital and Technology Solutions Apprenticeship at BPP University throughout your role.

Key responsibilities

• Provide first-line customer support including troubleshooting and diagnostics.
• Manage customer contact, incidents, request fulfilment, and issue logging.
• Create and maintain knowledge base articles and process documentation.
• Work on customer development requirements and undertake basic project administration.
• Commit to and complete required academic studies and apprenticeship requirements.