Digital Support Technician: Level 3 Apprenticeship

• Assist clients with platform-related issues, including campaign setup, automation, and integrations.
• Troubleshoot user-reported bugs, escalating complex issues to senior support or development teams.
• Provide first-line support via email, chat, or ticketing systems.
• Log, track, and prioritise technical issues using an internal ticketing system.
• Collaborate with product and engineering teams to ensure timely resolution of bugs and outages.
• Create and update knowledge base articles, FAQs, and troubleshooting guides for clients.
• Assist in onboarding new customers by guiding them through platform features and best practices.
• Support data integrity efforts by helping customers with reporting, analytics, and GDPR compliance.
• Ensure proper handling of API integrations and third-party software connections.
• Work closely with marketing, product, and sales teams to ensure a seamless customer experience.
• Provide insights from support interactions to improve product development and customer engagement.
• Stay updated on SaaS trends, marketing automation, and customer engagement strategies.
• Suggest process improvements to enhance efficiency and customer satisfaction.

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

• Customer care skills
• Creative
• Initiative
• Non judgemental

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)