Helpdesk Apprentice

at  Kappture

COMPANY OVERVIEW

Kappture is an award-winning technology company, dedicated to crafting innovative, robust hospitality solutions for large-scale events, stadiums, education, and a variety of businesses.
Our mission is to help our clients create unforgettable digital experiences for their customers -whether it’s simplifying transactions at a bustling stadium or enhancing engagement at a live event. We live and breathe in a world where mobile-first, seamless interactions are essential, providing technology that ensures every moment - online or offline - is as smooth as it is secure. With our integrated payment solutions and cutting-edge platforms, we ensure that our clients can deliver experiences that delight, inspire, and connect.

EXPERIENCE, QUALIFICATIONS AND SKILLS

No prior qualifications or experience are required for this role, as full on-the-job training will be provided. You will also have the opportunity to complete an apprenticeship through Baltic, giving you the skills and knowledge needed to succeed and grow in your career.
We’re looking for individuals with a passion for learning, a positive attitude, and the motivation to develop professionally in a supportive and engaging environment. If you’re eager to start or change your career, we’d love to hear from you!

ABOUT US

KAPPTURE is a market-leading private equity-backed B2B technology company. With our roots firmly in the Stadia and sports market, we enhance fan experiences with our always-on technology solutions. We are also valued partners of leading Contract Catering companies and Higher Education establishments, where we drive efficiency and maximise revenue generation for our customers. We are on a significant growth trajectory and are seeking a Head of Marketing to help us scale

ROLE PURPOSE

The purpose of this role is to provide first-line technical support to customers using the company’s Electronic Point of Sale (EPOS) systems. As a 1st Line Helpdesk Apprentice, you will serve as the initial point of contact for customers experiencing technical issues, ensuring prompt, professional, and effective resolution.
Under the guidance of experienced team members, you will learn to diagnose and troubleshoot hardware and software problems, escalate more complex issues to the appropriate teams, and deliver excellent customer service. This role is integral to maintaining the smooth operation of EPOS systems, supporting customers’ business continuity, and enhancing their overall experience.
You will also gain hands-on experience with industry-leading EPOS technology, working within a dynamic and supportive environment while completing an apprenticeship to further develop your skills and knowledge.

KEY RESPONSIBILITIES

• Customer Support
• Serve as the first point of contact for customers experiencing issues with EPOS systems.
• Provide timely and professional responses via phone, email, or ticketing system.
• Log, prioritise, and track support tickets to ensure issues are resolved efficiently.
• Technical Troubleshooting
• Diagnose and resolve basic hardware and software issues with EPOS systems.
• Guide customers through step-by-step solutions to technical problems.
• Escalate complex issues to 2nd or 3rd line support teams when necessary.
• System Monitoring and Maintenance
• Monitor EPOS system performance and proactively identify potential problems.
• Assist with software updates, configuration changes, and basic hardware setups.
• Learning and Development
• Actively participate in apprenticeship training sessions with Baltic to build technical knowledge and customer service skills.
• Stay updated on company products, services, and new technologies relevant to the role.
• Documentation and Reporting
• Accurately document support interactions and solutions in the helpdesk system.
• Provide feedback to improve processes and enhance the overall customer experience.
• Team Collaboration
• Work closely with the helpdesk team and other departments to ensure seamless support delivery.
• Contribute to team meetings, share insights, and participate in continuous improvement initiatives.
• Customer Experience
• Ensure all interactions leave customers feeling supported and valued.
• Maintain a high standard of professionalism and empathy in all communications.