Apprentice 1st Line Support

Why join the team?

Across our marketing and project departments, we have a range of creative, strategic and tech-focused roles. But whatever the position, we’re proud to offer all our team a level of autonomy and opportunities to branch out. Venn is a market-leading MarTech business that specialises in digital solutions for recruitment agency and employer brands. Our packages range from SaaS website solutions to full-service marketing strategies to help recruitment brands achieve ROI.

The Role

A fantastic opportunity to join Venn Digital as a 1st Line Support Apprentice!

Our clients success is our success, and by providing a consultative service that spots revenue generating opportunities for our clients, you also support the growth of our business. Ensuring our clients can find a quick and easy solution to their query. You will work with the wider business to deliver small change requests or escalate larger requests to the project management team.

You must have a passion for digital, be solutions orientated with a ‘get it done’ attitude. A people oriented problem-solver by nature.

Your Responsibilities

• 
  You will work closely with the Support Desk Manager, Project Managers, Sales Team and Developers to analyse 1st line faults, identify problems, research answers and guide clients through corrective steps.
• You will analyse all telephone, voicemail and email support queries, logging all relevant information into the Support Desk database system.
• You will work as a member of the Support Desk team and communicate complicated, difficult to explain technical faults to clients at all levels.
• To spot upsell/cross-sell opportunities of Venn’s products or services which can be passed to our business development team.
• To manage the delivery of clients requests via the burndown backlog and ensure tasks flow through the studio to completion.
• To monitor and track retained client’s hours usage and flag any issues to either the client or internal stakeholders.
• Pass on any suggestions by customers to the appropriate internal team
• To own ticket resolution efficiency by building out content that will support our customers in resolving their own queries
• To support the wider business with testing, population and content production where relevant

Entry requirements

• 5 GCSEs grade A*- C/9-4 or equivalent (including English and Maths)
• Basic understanding of HTML and CSS language
• .NET experience/understanding preferred
• JavaScript (not essential)
• Exposure to CMS/any prior experience helpful
• Excellent communication skills
• Problem solving skills
• Customer oriented
• Ability to work to deadlines
• Good understanding of web functionality, device behaviour and other tech products

Be Great, Get Rewarded

We believe in going beyond expectations to give our team the freedom to enjoy work. Creating a work-life balance is at the core of what we do and the driver behind our decision to move to our stunning Alderley Park office.

Benefits

• Get 23 days' holiday per year plus an additional day for each year for 5 years, and enjoy a half-day off on your birthday
• We give you access to multiple learning portals to develop your understanding and skills. Upon request, we are happy to fund and encourage learning through practical and rewarding channels.
• Enjoy fresh fruit delivered daily.
• Discounted onsite gym membership and woodland walks for a healthy body and mind.
• Receive a contribution towards health costs through Simply Health.
• Yoga and wellbeing sessions twice a week
  

Training to be Provided

You will undertake the ground breaking Apprentify Software Development Technician Level 3 apprenticeship.

Logic: writes simple code for discrete software components following an appropriate logical approach to agreed standards (whether for web, mobile or desktop applications)

Security: applies appropriate secure development principles to specific software components all stages of development

Development support: applies industry standard approaches for configuration management and version control to manage code during build and release

Data: makes simple connections between code and defined data sources as specified Test: functionally tests that the deliverables for that component have been met or not

Analysis: follows basic analysis models such as use cases and process maps

Development lifecycle: supports the Software Developers at the build and test stages of the software development lifecycle

Quality: follows organisational and industry good coding practices (including those for naming, commenting etc.)

Problem solving: Solves logical problems, seeking assistance when required (including appropriate mathematical application), and responds to the business environment and business issues related to software development

Communication: clearly articulates the role and function of software components to a variety of stakeholders (including end users, supervisors etc.), and operates appropriately in their own business’s, their customers’ and the industry’s environments

User Interface: develops user interfaces as appropriate to the organisations development standards and the type of component being developed

In addition to all of the above, all of our applicants will go through our Assessment Centre. This exclusive session is designed to identify your digital strengths and weaknesses to help us match you with the perfect employer and the perfect role to start your career in the best way!