Working closely with the Customer Success & Support Manager, you’ll help customers get the most from our software and products while developing experience across customer support, customer success, software troubleshooting, AI, testing and training.
This isn’t a traditional customer service role. You’ll develop an in-depth understanding of our software and, as your knowledge grows, take increasing ownership of customer queries, system investigations and support improvements.
Customer Support & Success:
You’ll help provide a great experience for our customers by:
- Responding to customer queries and taking ownership through to resolution
- Investigating system, account and setup queries
- Providing clear, friendly and easy-to-follow guidance
- Recognising when an issue needs to be escalated
- Supporting new customers with onboarding and system setup
- Identifying customers who may benefit from additional help or training
- Gathering customer feedback and identifying recurring issues
- Systems, testing & product support
You’ll develop a detailed understanding of our products and systems and help us continually improve by:
- Reproducing and investigating customer-reported issues
- Identifying whether something is a setup issue, user query or potential system problem
- Clearly documenting issues for our development team
- Testing bug fixes, new features and system changes
- Providing feedback from a customer’s perspective
- Identifying recurring problems and opportunities to improve the customer experience
AI & Support Automation
- AI is an important part of how we plan to develop our customer support service.
- You’ll help us build, test and improve our AI-powered support tools, including:
- Developing and improving AI-generated responses to support tickets
- Reviewing AI responses for accuracy, tone and usefulness
- Testing AI against real customer questions
- Helping maintain the knowledge and support content used by our AI
- Identifying which queries could be safely automated
- Helping define when AI should respond and when a person should take over
- Supporting the development and testing of our AI Chat functionality
- Reviewing AI Chat conversations and identifying gaps in its knowledge
- Monitoring how successfully AI resolves queries and suggesting improvements
- As your experience grows, you’ll have the opportunity to take ownership of areas of our AI support functionality.
- Help, Training & Documentation
- You’ll also help customers find answers quickly and confidently by:
- Creating and updating help articles and step-by-step guides
- Producing short training and support videos
- Keeping support content up to date as the system changes
- Identifying where additional customer guidance would be useful
Training
- Level 3 Digital Support Technician apprenticeship- learning is performed at the employer's office and during working hours
- Level 2 Functional Skills in maths and English (if required)
After the apprenticeship
- A full-time and permanent role is expected following completion of the apprenticeship
- This role is also supporting further skills development and progressions to Level 4 apprenticeships and higher levels
Things to consider
This apprenticeship allows for full remote working with twice monthly in person meetings in the Burgess Hill area.