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About this apprenticeship
Respond to customer calls and tickets daily, resolving them within SLA and keeping the customer continually updated. Escalate business critical issues without delay
Create your own tickets from customer calls, or claim tickets raised by clients, and work them through to resolution. You will have your own named Halo PSA account and will write your own notes, escalations and closure summaries
Prioritise your workload using the Maxnett Service Levels and the Maxnett Priority Matrix, both published in Halo and available to you at any time
Own your relationships with customers and suppliers, keeping them informed of progress. Support is available to help you draft messages and build your telephone and Teams video call skills
Contact suppliers where necessary to escalate issues and update internal systems with supplier responses
Always represent Maxnett professionally, ensuring the customer's experience is always a positive one
Training
An apprenticeship includes regular training with a college or other training organisation. Off-the-job training will follow the time allocations outlined in the Occupational Standard.
College or training organisation
ISALES ACADEMY LIMITED
Your training course
Information communications technician
Equal to Level 3 (A level)
What you could go on to do
An apprenticeship allows you to earn a wage, gain valuable work experience and industry specific competence
Potential for full time employment on successful completion of the apprenticeship
Transferable skills that are invaluable in the wider world of work
Related sectors
Posted