Associate Technical Support Specialist (Apprenticeship)

Jobtailor

Newmarket

On-site

GBP 12,000 - 16,000

Full time

14 days+

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Benefits offered by this job

4-day working week

Flexible working options

On-site gym facilities

Job summary

Wonde is offering an apprenticeship designed for individuals seeking a career in Customer Service & Technical Support. You will undertake the Level 3 Customer Service Specialist Apprenticeship over 17 months, with practical training alongside day-to-day duties and EPA preparation.

The programme provides mentoring, structured learning, and protected off-the-job time to develop customer service, stakeholder management, and communication skills within a tech business, with flexible work options and

Qualifications

Interest in Customer Service & technology with a desire to build a career in customer support within a tech business.
Some experience in a customer-facing or customer-focused environment (part-time work, volunteering or education-based projects).
Ability to work proactively with KPIs and targets.
Strong communication skills, both written and verbal, with attention to detail.
Willingness to learn and take initiative in a team environment.

Responsibilities

Act as the first point of contact for integration queries and aim for first-contact resolution.
Log, manage and respond to support requests using Zendesk in line with service standards.
Collaborate with schools to arrange appointments, complete integrations and troubleshoot issues.
Develop relationships to ensure stakeholders feel supported and maximize partnership value.
Support stakeholders via phone, video calls and email, adapting communication to audience.
Assist the Customer Support Services team with administrative duties and operational processes.
Participate in structured training and protected off-the-job learning.
Apply apprenticeship learning to real customer scenarios and progress with manager support.

Skills

Customer service

Communication

Problem solving

Proactive mindset

Teamwork

Learning mindset

Self-motivation

Stakeholder management

Education

Level 3 Customer Service Specialist Apprenticeship

UK apprenticeship eligibility

Tools

Zendesk

Job description

This is an apprenticeship opportunity designed for individuals who are looking to build their career within Customer Service & Technical Support while gaining structured learning and development alongside hands‑on experience. As part of this role, you will undertake the Level 3 Customer Service Specialist Apprenticeship, a nationally recognised programme designed to provide end‑to‑end customer service development for specialist roles.

Duration: The apprenticeship lasts 17 months, consisting of 13 months of practical training delivered alongside day‑to‑day responsibilities and 4 months dedicated to End‑Point Assessment (EPA) preparation and completion.

Eligibility: This apprenticeship is open to candidates who meet UK apprenticeship eligibility criteria. Throughout the programme, you will receive structured training, dedicated mentoring and protected off‑the‑job learning time to develop skills in Customer Service, stakeholder management, communication and service excellence.

Responsibilities

Act as the first point of contact for integration queries, working towards first‑contact resolution while developing your understanding of best‑practice support principles.
Use the ticketing platform Zendesk to accurately log, manage and respond to support requests in line with service standards.
Collaborate and partner with schools to arrange appointments, complete integrations and troubleshoot issues, building confidence in stakeholder communication.
Develop and nurture relationships to ensure stakeholders feel fully supported and are maximising their partnership with Wonde.
Support stakeholders via phone, video calls and email, learning how to adapt your communication style to different audiences.
Assist the division and wider Customer Support Services team with a range of administrative duties, gaining exposure to operational processes.
Work closely with the wider Customer Support Services team to support and expand the scope of existing opportunities.
Collaborate with colleagues to ensure queries are resolved accurately, professionally and within agreed timeframes.
Participate in structured training sessions and protected off‑the‑job learning.
Apply apprenticeship learning to real customer scenarios and work towards agreed performance objectives with the support of your manager and mentor.
Take part in regular progress reviews and development discussions.
Build the knowledge, skills and behaviours required to successfully complete your Level 3 Customer Service Specialist Apprenticeship.

Qualifications

Interest in Customer Service & technology with a desire to build a career in customer support within a tech business.
Some experience in a customer‑facing or customer‑focused environment (part‑time work, volunteering or education‑based projects).
The ability and willingness to work in a proactive environment with key performance indicators.
A strong ‘can do’ mentality and a positive approach to problem‑solving.
Excellent communication skills, both written and verbal, with good attention to detail.
A genuine desire to learn, develop new skills and take on new challenges.
Self‑motivation with growing confidence and enthusiasm to take initiative and get things done.
A collaborative mindset and a positive attitude towards individual and team success.

Career Progression

Upon successful completion of the apprenticeship, there may be opportunities to progress into a permanent Associate Technical Support Specialist role within the Customer Support Services team, depending on performance and business needs.

Benefits