Associate Technical Support Specialist (Apprenticeship

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.

• 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 time frames.
• 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.

• 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.

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.

• 4‑day working week
• Flexible working schedule/work‑from‑home opportunities
• On‑site gym facilities at HQ
• Buying and selling holiday scheme
• Additional holiday for length of service
• Employee‑assisted programme
• Group life assurance (Death in service)
• Will‑writing assistance scheme
• Company pool cars at HQ
• Health cash plan, covering everyday health treatments
• On‑site trained mental health and well‑being champions
• Monthly lunch club (on us)
• Discounted retail vouchers via employee savings platform
• Comprehensive wellness programmes
• Enhanced maternity, paternity and adoption benefits
• Electric car scheme & on‑site EV charging
• Cycle to Work Scheme
• Eye examination scheme
• Financial contribution to the set‑up of work‑from‑home environments
• Frequent company‑funded social events
• Office closure between Christmas & New Year
• Access to continuous learning and development opportunities
• Comprehensive employee referral scheme
• Casual dress code
• Free healthy snacks & barista coffee
• Enhanced pension payments
• Retail vouchers
• Private medical insurance
• Dental plan
• Enhanced health cash plan
• Take‑your‑pick benefits scheme tailored to your individual needs

At Wonde, we celebrate diversity and are committed to being an equal‑opportunity employer. We welcome candidates from all walks of life.