Job Description
Main responsibilities:
The principal responsibilities of a Customer Service Apprentice are to carry out support related administration tasks, and to assist in the efficient operation of Orchard’s Support Services. The role also provides a service to the wider business by working as part of a team to act as the single point of contact for our Customers and any other external enquiries we may receive.
Duties include:
- Deliver first line support services by taking the initial incident details, agreeing the relevant priority with the Customer, inputting the relevant information into the support system and assigning the incident to the relevant support group if required.
- Attempting first line resolution of incidents where possible.
- Provide updates to Customers on support query progression and acting as the first point of contact for any support escalations.
- Completion of Job Request forms/Sales Orders for services and licences.
- Provide licence key requests for upgrades and product registration.
- Dealing with general customer enquiries (telephone and e-mail) and ensuring news regarding support and customers services is available to customers via the Orchard online support system.
- Ensuring feedback to customers occurs in a timely manner.
- Adhere to the rota for lunch break and Christmas support cover.
- Generally assisting the Customer Services Manager and Support Team Leaders.
- Liaising with other departments to ensure Orchard’s compliance to the agreed procedures.
General responsibilities:
- To assist with meeting room set up (including furniture and equipment).
- Support for external meetings by assisting with the provision refreshments when asked.
- Assistance with sales and marketing administration when asked.
Personal Qualities :
Someone with an enthusiastic and professional attitude and a commitment to learning new skills
Skills Required :
Qualities/ requirements
Skills: Able and willing to follow instruction and learn new tasks
Able to work flexibly as part of a team
Able to communicate both written and orally
Good attention to detail and able to present
Information clearly and concisely
Attributes: Friendly and approachable
Willing to learn and take responsibility for their own development
Ability to adhere to all relevant Orchard
Policies
Experience: Use of the below are preferable but not essential
Google Applications
Use of MS Office Applications
Any other IT related experience
Call handling experience
Future Prospects : 92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
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