Firefly Learning Llp

Apprentice Application Support Analyst

Employer:

Firefly Learning Llp

Training Provider:

Harrow and Uxbridge College

Annual wage £14,000.00
40.0 hours per week Monday to Friday, Shifts TBC (including college day)
duration: 18 months
start: 13 January 2020
London
Intermediate(level 2)
Customer service practitioner Level 2 (GCSE) (apprenticeship standard)
6 January 2020 (application closing date)
An exciting apprenticeship opportunity to join our global support team in Hammersmith. This role will develop into a critical frontline role, dealing with client requests making sure our clients take full advantage of all that our software offers. You will develop so you can understand any issue, diagnose problems and identify effective next steps.

Responsibilities

Duties and Responsibilities will include:

  • ???Provide both written and telephone support to our customers using a variety of tools such as Zendesk and Aircall
  • Investigate technical problems on cloud servers and local hosted environments using your knowledge and skills to diagnose and troubleshoot
  • Learn the Firefly product and keep pace with product changes to better inform and customers
  • Record issues, supply responses & escalate in a timely manner maintain a professional, patient and positive approach to both our customers and colleagues
  • Provide internal IT support for colleagues and office
  • Work with other teams across the business to resolve cases and issues

Future Prospects

  • Full time permanent Junior Application Support Analyst. Firefly also adopts a “promote from within” culture and will preference an internal candidate that has the requisite skills and knowledge for a role

Reality Check

  • You will have to deal with sometimes difficult customers over phone and E-mail. Firefly has a reputation for its outstanding customer service which you will be trained and expected to maintain. Firefly is a large product with many pieces of functionality which you will need to learn. While we keep a relaxed and friendly working environment we do work hard, especially in periods like September when schools come back from holiday and have many questions about Firefly at their school
  • Monday to Friday 40 hours per week (including college day), must include core hours 9am-4pm This is based on a shift rota with some 7am-4pm shifts towards 9am-6pm. Some weeks are also free to choose. Annual Leave Entitlement: 20 days annual holiday

Skills Required

  • Clear and confident communicator with excellent interpersonal skills
  • Has a flexible approach to work with the ability to multitask and prioritise as required
  • Must be detail oriented and highly organised
  • Has a good working knowledge of IT
  • Able to work well both within a team and independently
  • Motivated and excited by Technology
  • Some who enjoys helping and talking to people

Qualities Required

  • Positive
  • Friendly and enthusiastic
  • Good at picking up new skills quickly
  • Quick thinking and proactive
  • The ability to communicate with individuals of all levels
  • Confident to raise any queries

Qualifications Required

  • 4 to 5 GCSE’s level A-C/9-4 English and maths or Functional Skills Level 2

Training Provided

  • You will have to deal with sometimes difficult customers over phone and E-mail. Firefly has a reputation for its outstanding customer service which you will be trained and expected to maintain. Firefly is a large product with many pieces of functionality which you will need to learn. While we keep a relaxed and friendly working environment we do work hard, especially in periods like September when schools come back from holiday and have many questions about Firefly at their school
  • Monday to Friday 40 hours per week (including college day), must include core hours 9am-4pm This is based on a shift rota with some 7am-4pm shifts towards 9am-6pm. Some weeks are also free to choose. Annual Leave Entitlement: 20 days annual holiday