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Level 3 Digital Support Technician

Company – Advanced Commerce

Full Address – 20 North Audley Street, London, Mayfair W1K 6LX, United Kingdom

Weekly Hours Worked – 40 Hours

Salary – £25,000 PA

Office: Remote Role (can work in office if preferred)

Please contact Ami on [email protected] or call 01133 500 333

About the company:

Advanced Commerce is an exciting new B2B software business founded by SaaS industry-veteran, André Brown. It provides a revolutionary new merchandising platform to help retailers compete online and is set to disrupt the multi-billion pound eCommerce market.

Advanced Commerce brings GrapheneHC to retailers, a revolutionary new merchandising platform designed to provide retailers with all the tools they need to merchandise their online stores effectively. It is an Enterprise-grade merchandising platform, containing many new and innovative features packaged within an easy-to-use, intuitive user interface.

Following successful funding round, the Company is now expanding rapidly, primarily targeting small and mid-tier online retailers in the UK, Europe and the US, through a combination of direct and indirect sales channels. We are already seeing an influx of new clients and we are looking for a technically skilled Support Engineer to be the first port of call for customers with questions on how to use the product and how to maximise the benefits.

Brief job description:

Estio Training have an exciting new opportunity for a Technical Support Engineer Apprentice with Advanced Commerce, a new B2B software company based in Mayfair, London, with offices across England.

You will take responsibility for all inbound support requests to the company – predominantly via email and IM. Responding in kind or organising video calls to explain where appropriate.

• You will become the leading internal expert on what the platform can do and how best to configure it to provide a range of options to the customers.
• Where possible you will directly answer the customers questions and solve their issues yourself. Where necessary you will escalate to the Software Engineering team and co-ordinate the response back to the customer.
• We are a small company so it’s likely that you will also be asked to get involved in testing, training, or other activities alongside the support role.
• Your feedback will be vital in shaping the order of product development to automate those things that will make the biggest difference to most customers first, and in the right way.
• This role is an immediate start to support the company’s recent investment and growth plans.
• We are looking for a capable, trustworthy multi-tasker with good attention to detail, excellent organisational abilities, and strong communication skills to fill a diverse role. This is an exciting opportunity for an organised and ambitious self-starter.

Your duties and responsibilities in this role will consist of:

• Ensuring that all requests are responded to in a complete and timely way.
• Matching customers’ requirements to the ever-increasing capabilities of the system.
• Being the face of the company to the customer, communicating in a friendly but professional manner and winning hearts and minds.
• Feedback for the product management process to ensure that customer’s suggestions are incorporated into the roadmap.
• Flexible for non-UK hours too on the odd occasion.

Qualifications:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

• Excellent written and verbal communication skills, together with a good level of numerical ability.
• Proactive self-starter that works well under pressure.
• Strong organisational skills with a keen eye for detail.

Personal qualities:

• Great team-work and interpersonal skills.
• 1-3 years in a customer facing support role.
• Previous experience of online merchandising would be amazing.
• An interest in technology and familiarity with modern web platforms and their capabilities.

Future prospects:

The role offers a permanent role upon completion of the apprenticeship depending on performance.

Training to be provided:

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 Digital Support Technician, with training in how to:

• Helpdesk Operations and Functions.
• Maintaining Digital Systems and Services
• Fundamentals of Digital Systems.
• Administration of Digital Systems and Services.
• Change Management.
• Teamwork and Communications.
• Introduction to System Security.
• User and Stakeholder Training.
• Working in Digital Support.
• Data Operations and Security.
• Pathways and Career Progression.