Digital Support Technician Apprentice (Swoopos)

SWOOPOS; Wolverhampton; On-site; GBP 25,000 - 35,000; Full time

Job description

Swoopos was founded in 2017 with a mission is to develop a cost-efficient and multi-functional POS system that helps merchants to smoothly run their business and make profit. All our product features are developed in-house by our professional development team, we do not rely on third-party feature integrations which makes our system strong and reliable. We tailor our POS solution to meet the different needs of every business and provide free migration and setup with software and hardware at an affordable price. Our POS can do more than just take orders and cash payments. We offer a comprehensive set of features that links the POS, back office, e-commerce, mobile ordering app all in one system with the features you need to run your business efficiently in a modern market.

Responsibilities:

• You will be accountable for onboarding of new customers through contractual agreements, whether direct sales or through resellers, in a professional and timely manner ensuring proactive communication throughout.
• When onboarding, ensure we are writing good business to prevent any issues from arising in the future through detailed KYC.
• Meet customer expectations, deadlines, and ensure contractual agreements are well understood.
• Build relationships with customers and resellers to ensure satisfaction throughout the lifetime of the contract and increase retention.
• Perform check-in conversations with customers to obtain feedback and generate Trustpilot reviews.
• Provide remote solutions for technical issues via phone or email, troubleshooting to detect causes and resolve issues, linking with 3rd party suppliers/partners when required.
• Educate customers on procedures for resolving or preventing recurrence of technical issues.
• Perform ad hoc site visits to resolve any technical issues that could not be done remotely.
• Schedule annual site visits to maintain strong relationships with accounts.
• Create and maintain clear customer records using our CRM system.
• Collaborate with software developers to ensure customer feedback is integrated into future development strategies and systemic issues are addressed quickly and effectively.

Training:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace. Throughout the apprenticeship, learners receive coaching, help, and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

• Efficiently operate and control your ICT infrastructure - physical or virtual hardware, software, network services, and data storage.
• Use infrastructure management tools to automate the provisioning, testing, deployment, and monitoring of infrastructure components.
• Prioritise systems support tasks and monitor and maintain system performance.
• Maintain regulatory, legal and professional standards.
• Support the information systems needs for your business.

Monday - Friday 10.00am - 6.00pm. May include some Saturdays - if a site visit is required on the weekend, a day off in the week would be compensated.