Support Technician Apprentice

Itron; United Kingdom; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading utility management firm in the UK is seeking a Support Technician to assist customers with digital systems and provide excellent service. This 18-month apprenticeship is ideal for those looking to start a career in technical support and customer service. Applicants should have a strong educational background and relevant skills in customer relations and technical support, with comprehensive training provided.

Benefits

Annual salary above apprenticeship wage

26 days annual leave plus public holidays

SimplyHealth Healthcare Cash Plan

Employee Assistance Programs

Self-invested Pension Plan

Income Protection

Life Assurance

Eyecare vouchers

Free vend hot drinks onsite

Cycle To Work Scheme

Purchase Additional Annual Leave

Performance recognition awards

Free car parking plus EV charge points

Collaborative culture

Career development opportunities

Strong work-life balance

Qualifications

• 3 x GCSE at grade 4 or above (or equivalent), including one core subject.
• 2 x A levels at grade E or above (or equivalent) are desirable.
• Relevant professional certifications are a plus.

Responsibilities

• Act as the first point of contact for customers and potential clients.
• Provide efficient & responsive customer service to maintain high satisfaction.
• Act as 1st level technical support in a CRM system.
• Investigate customer queries and escalate to 2nd level when necessary.
• Identify and resolve activation issues with software.

Skills

Analytical skills

Technical solutions identification

Microsoft Office proficiency

Effective communication

Customer-oriented

Proactive initiative

Reliability

Timekeeping

Personal responsibility

Self-improvement mindset

Education

3 x GCSE at grade 4 or above

2 x A levels at grade E or above

Relevant professional certifications

Tools

CRM systems

Job description

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

The Support Team supports and coaches external users in the use of digital systems, and will diagnose and resolve problems experienced by the customer and end-user. The Support Technician helps customers and clients register for and access data, products, and services through online and digital channels. Technicians will use and maintain information systems such as Customer Relationship Management (CRM) tools to manage service delivery, improve user experience, and increase efficiency.

The scope of tasks and responsibilities can vary and increase over time as the postholder builds their knowledge and proves their capabilities. During the apprenticeship, postholders will work under close supervision; they will receive clear instructions and have their work reviewed at frequent milestones.

This is an 18-month fixed-term position for a suitable individual to progress their career in technical support and customer service. The successful applicant will be enrolled in a Level 3 Digital Support Technician apprenticeship with a local training institute.

Responsibilities

• Act as the first point of contact for customers and potential clients.

• Provide efficient & responsive customer service to maintain a high level of member satisfaction.

• Act as 1st level technical support, introducing customers' queries into a CRM system.

• Investigate and progress with queries up to conclusion, or elevate to 2nd level support, as required.

• Where possible, identify and resolve issues related to activation, implementation, or use of software.

• Assess customers’ technical needs and capabilities, and provide sound recommendations to ensure success.

• Comply with information security policies and procedures implemented by Itron.

• Maintain documentation on new and existing services and processes.

• Learn, implement, and teach best practices for the implementation and configuration of company products. This may eventually include on-site demonstrations and coaching sessions.

• Collaborate with stakeholders to improve the implementation and configuration of service processes.

• Business travel 5-10% may be required.

Key Skills & Experience

• Diagnose and understand customer requirements and problems using sound analytical skills.

• Identify appropriate technical solutions using both logical and creative thinking.

• Confident use of multiple Microsoft Office tools.

• Communicates effectively in a variety of situations, including formal and informal, internally and externally, in written and spoken English.

• Listens effectively and checks own understanding.

• Customer orientated.

• Proactive and comfortable using own initiative where appropriate.

• Reliable and can work without constant supervision.

• Timekeeping complies with company protocols.

• Demonstrates personal responsibility towards systems of safe work

• Strives to be the best version of themself.

Education

• 3 x GCSE at grade 4 or above (or equivalent), including one core subject…Essential.

• 2 x A levels at grade E or above (or equivalent)…Desirable.

• Relevant professional certifications…Desirable.

What we offer

• Annual salary significantly above apprenticeship wage.

• Annual Leave: 26 days , plus public holidays.

• SimplyHealth Healthcare Cash Plan

• Employee Assistance Programmes

• Self-invested Pension Plan (Salary Sacrifice)

• Income Protection

• Life Assurance (pension members)

• Specsavers Eyecare vouchers (subject to display screen use)

• Free vend hot drinks onsite

• Cycle To Work Scheme (Salary Sacrifice)

• Purchase Additional Annual Leave (Salary Sacrifice)

• Performance recognition awards

• Free car parking + EV charge points (subject to availability).

• Highly collaborative culture with colleagues willing to guide & advise when you need it.

• Career development: potential to continue Further Education and acquire professional certifications.

• Opportunity to create a more resourceful world by working on the 21st century's biggest challenges: water, energy, and gas

• Strong culture promoting work-life balance, hybrid work, and flexibility

#LI-IB1 #LI-HYBRID

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!
Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email [e-mail].

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com