IT Customer Support Analyst Apprentice - Abingdon (OX14) - 5908

Employer Description
Xn Leisure Systems Limited (Xn) is a company demonstrating over 4 decades experience in delivering award winning IT solutions within the leisure sector, with thousands of users who benefit from partnering with an organisation offering a wealth of industry knowledge and expertise.
Xn is engaged in a program of continuous strategic investment in people, product development and services. Xn mirrors the friendly, people-orientated nature of the leisure sector whilst stimulating innovation and focused performance amongst our personnel.
Xn’s Mission Statement: “Xn Leisure aims to ensure adding value is at the heart of our vision to be a partner, not just a supplier, within our sector and realise it is people and relationships, built on integrity and commitment that provides customer loyalty.”

Job description
To work as part of a team delivering a first class, professional customer service in a 1st line support position.  
To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.

Responsibilities
•    Logging and progressing 1st line Support Calls
•    Follow up “customer care” calls
•    Promote the latest products and services to the customer base
•    Logging calls from emails onto the support desk system
•    Maintaining remote access/support documents and customer records on CRM
•    Set, maintain and exceed customer service standards 
•    To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements
•    To progress all outstanding calls and ensure they are resolved within the relevant time scales

Qualities/ essential requirements 
•    Confident
•    Focused
•    Passionate
•    Dedicated
•    Team player
•    Excellent communicator
•    Hard worker

Desired Qualification
3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Other Important Information
Working hours – 9am-5:30pm, Monday-Friday 

Benefits
Potential full time role at the end of the season

Important Information

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.