IT Support Apprentice

Retail Computer Solutions Ltd was established in 1989, providing inhouse software solutions and services to retailers across the UK and beyond. Our products span Point of Sale and Store systems to Head Office and warehousing solutions.

Our customer base is as varied and diverse as our products ranging from independent stores to department stores, large chains and multinationals.

About the role:

The primary function of the role is to provide effective support to the RCS customer base covering a range of software and hardware solutions. This entails logging support requests, fault identification and providing a satisfactory resolution to the fault or query. This is an opportunity to be part of a dynamic team focused on providing excellent support and helping the business grow. There will be opportunities to progress your career within the company.

As the primary interface between the company, its customer base and outside suppliers, it is essential the successful candidate exhibits a professional and caring image. It is also important to understand that the success of the company is based on providing a first-class service to all customers.

Responsibilities:

You will be responsible for the day-to-day support for our external customers

Provide first and second line support services to customers

Respond to customer queries received via telephone and email

Log and track all tickets and ensure the records are kept up to date

Ensure that all tickets are dealt with in a timely and professional manner, ensuring that all SLA’s are met

Escalate issues to internal and external stakeholders in a timely manner with the correct information

Provide the highest levels of service and technical fault finding to internal and external customers at all times

Install and update software solutions

Desirable skills:

Customer service experience, dealing directly with customers

Being confident, personable and sociable will be vital – as you will need to forge relationships both internally and externally to the business

Good verbal and written communication skills

Good problem-solv...