BRIEF JOB DESCRIPTION:

Estio Training have an exciting new opportunity for a Digital Support Technician Apprentice with Swoopos, a POS System company based in Wolverhampton.

QUALIFICATIONS:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

SKILLS REQUIRED:

• Excellent IT skills.
• Excellent verbal and written communication skills.
• Ability to follow processes and procedures, effectively manage your own time and workload and continuously identify opportunities for improvement.
• Proactive & self-motivated.
• Good problem-solving skills, ability to understand problems, troubleshoot, get to the root cause and clearly articulate potential solutions.
• Effectively work with rapidly growing volumes of demand, whilst maintaining accuracy and attention to detail.
• Excellent relationship building with customers, colleagues, and 3rd parties.

YOUR DUTIES AND RESPONSIBILITIES IN THIS ROLE WILL CONSIST OF:

• You will assist new potential customers by having engaging conversations via telephone and performing enticing, remote demonstrations of our Swoopos system turning potential opportunities into sales. You will ensure you always provide customers with accurate information on Swoopos products and services.
• You will be accountable for onboarding of new customers through contractual agreements, whether direct sales or through resellers, in a professional & timely manner ensuring proactive communication throughout.
• When onboarding your responsibilities will be to ensure we are writing “good business” to prevent any issues from arising in the future. This will be done through detailed KYC. You will then ensure you are able to meet customer expectations, meet deadlines and ensure contractual agreements are well understood.
• Build relationships with your customers and our resellers to ensure satisfaction throughout the lifetime of the contract and to increase retention. Perform check-in conversations on customers to obtain feedback and generate Trustpilot reviews.
• Talk to customers daily, over the phone or via email to provide remote solutions, where possible, to any technical issues that may arise. Troubleshoot to detect any causes and resolve, linking in with 3rd party suppliers/partners when required.
• Educate customers on procedures for resolving or preventing recurrence of a technical issue.
• Perform ad hoc site visits to resolve any technical issues that could not be done remotely.
• Schedule site visits annually to ensure relationships remain strong with your accounts.
• Create and maintain clear customer record’s using our CRM system.
• Collaborate with software developers to ensure customer feedback is built into our future development strategies and any systemic issues can be addressed quickly and effectively.