Digital Support Apprentice
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Company Name: Mapp Digital
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Type: Apprenticeship
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Sector: IT
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Application Deadline Date: 31/05/2022
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Positions Available: 1
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Location: London, EC2V 7NA
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Salary: Between £23,000.00 and £32,000.00 per week
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Ref: VAC-10360
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Start Date: 03/06/2022
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Working Week: 9am – 5.30pm Monday to Friday
Brief Description
An incredible lucrative position has become available in Central London for those looking to progress within Digital Support and Customer Advocacy!
Competitive Salary
Central London Location
Level 3 Digital Support Technician Apprenticeship Program
Vacancy Detail
The "Customer Advocacy Manager" is a fully cross-functional role; touching on all aspects of the customer experience, including account management, project management, and technical support. You will handle a wide variety of clients to effectively scope, estimate, and quote potential client projects and ensure projects are on-time and on budget.
The "Customer Advocacy Manager" will identify service opportunities by aligning Mapp products and services. You will handle front-line customer service and technical support primarily for Mapp’s “Pool” customers, but may handle other customer categories as needed. The Customer Advocacy Manager will work with the greater Customer Advocacy Team to resolve basic system problems, handle company questions, and manage basic contract and renewal questions raised by customers by phone or an online support portal for Mapp Cloud solutions. They will drive requests through to final resolution, including tickets escalated to Advanced Technical Support.
Daily Duties & Responsibilities...
Management and follow-up of front-line customer service and technical support tickets for company inquiries, contract and renewal questions, and Mapp Cloud solutions on an international level
Basic to intermediate analysis and resolution of technical support tickets
Project Scoping, estimate and quote for potential and existing clients
Work cross-functionally with Advanced Technical Support on P1, escalated, and complex issues, including ticket submission for customers and ensuring handling/resolution, occurs
Identify services opportunities by aligning Mapp products and services
Maintain and achieve customer and internal SLAs
Build a sustainable and mutually beneficial relationship between customers and Mapp
Identify potential up-sell or cross-sell opportunities and refer to Account Management
Refer complex renewals to regional Account Management leader · Creation and maintenance of customer service and technical support documentation
Training on the different applications to be supported along with internal tools will be provided
Qualifications Required
Ideally 5 GCSEs graded C or 4 and above
Personal Qualities
Experience in a similar customer-facing role
Previous experience in online customer service, technical support, project management, or account management role
Fluent in verbal and written English and German
Good organizational and communication skills
Excellent written and spoken communication skills
Skills Required
Previous experience with SaaS solutions
Experience with customer service or technical support ticketing system
Fundamental technical analysis skills
Basic knowledge of common web technologies (HTML, CSS and APIs)
Experience with Microsoft Office 365 Suite, Salesforce, and Atlassian solutions
Be a reactive, conscientious and customer-centric problem solver, able to take control of problems and drive home their resolution
Future Prospects
We give our best to our clients and each other, fostering employee empowerment in a culture of action and accountability. Opportunities abound for innovative, talented, passionate people who dream of being a part of a fun and driven team that thrives in a high-energy environment.