Infrastructure Technician Apprenticeship (Hiring Immediately)

About the company: What is Engage? Engage builds SaaS software to make finding, hiring, and paying workers painless. Our platform is used right across the contingent labour supply chain serving; end hirers, recruitment agencies and workers, and we are looking for Junior Team Members to join our super friendly Customer Success team. Who are we? We are a diverse team of people, both professionally and personally, bringing together a broad range of skill sets, experiences, backgrounds and cultures. We believe this helps us build better products for our diverse user base. It is for this reason that we have built a kind, supportive, inclusive team. Brief job description: Your primary role will be to assist our customers with queries when using our products or services through our Zendesk platform. The support you provide will require you to have a solid understanding of our software but do not get scared; we will teach you! You will thrive if you are a self-motivated individual who enjoys learning new things. As part of the role you will be responsible for: Respond to customer queries in a timely and accurate way via Zendesk Identify customer needs and help customers use specific features Analyse and report product malfunctions Bonus: Excellent written and spoken English - enjoys communicating! (with both customers and team) Job description and duties: While assisting and taking care of our customers will be your main role, you can also participate in a range of exciting new projects (depending on your interests!) and work on improving our processes – some of which we have included below: Knowledge Base Expansion: Creating new documentation such as FAQs, guides, and knowledge base articles for Engage customers and our internal team Auditing and updating any current support resources as the product evolves Content creation for our Blog Conducting research on a specific topic Writing short but informative articles Bonus: creative writing skills Analysing data Conduct analyses on requests, responses, and feedback to help the team understand trends and our client’s pain-points Translate complex data into interruptible insights Bonus: good visualisation skills New Client Onboards Play a vital part in onboarding new businesses Webinars Host video calls on new functionality and other topics in relation to product education Bonus: great video presence and love engaging with customers through video. This position will include a trial-period of one month. During this time, we will introduce you to our values and explain the work you’ll be involved in, provide training and make sure you have all the tools to become a valuable member of our small team. While being familiar with different software we use (such as Zendesk, Jira, Asana, HubSpot and others) is helpful, it is not necessary as we will show you around. We are passionate people! Its super important that as an individual you can be passionate about what you do whilst at work... in your application please tell us about what you are passionate about... we suggest this task takes you no more than 45 minutes... Qualifications: 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths) Future prospects: The role offers long term security and the opportunity to progress into a permanent position. Desired skills Ability to work independently and maintain a high degree of self-motivation Teamwork skills Organisational skills Good written and oral communication skills High proficiency in English; both spoken and written Personal qualities Adaptability and flexibility Professionalism Positive attitude and energy Mature, calm person Passionate about IT Ideally has built a computer in the past Commitment to learning new skills Training to be provided: The Estio Training programme gives young people the opportunity to get hands on experience in the IT industry whilst still employed in a real paid job with no cost or debt. Learners will receive eight weeks of intensive training. Whilst in the workplace, apprentices will also receive continual coaching, help and guidance from a dedicated Skills Development Coach who will be there to ensure that they get the most from their work experience. This apprenticeship will give you a Level 3 Infrastructure Technician Standard with training in areas such as: Functional skills, Maths L2 and English L2 PC Fundamentals Business Processes & Customer Services Networking & Architecture Mobile & Operating Systems Cloud Services Coding & Logic Some of these modules will include an option to take an examination in order to receive a professional certificate. Job Types: Full-time, Apprenticeship Salary: £13,000.00 /year Work remotely: Temporarily due to COVID-19