Total Mobile - Apprentice Services Support Analyst

Summary

You'll be part of a customer services team working with large blue-chip organisations throughout the UK and US. You will be providing support to the accounts, customer services, and development teams. This is done via telephone and email providing end-user customer support, copies of electronic software user guides, and product information.

Annual wage
£14,526.20 a year

Minimum wage rates (opens in new tab)

£7.55 Per Hour

Training course
Business administrator

Hours
37 Hours per week Monday - Friday

37 hours a week

Start date
Monday 16 June 2025

Duration
18 Months

Positions available
2

Work

As an apprentice, you'll work at a company and get hands-on experience. You'll gain new skills and work alongside experienced staff.

What you'll do at work

As a support member within the managed services team, your role is pivotal in helping to ensure our customers have a smooth and efficient experience when raising incidents and requests as part of their customer support journey.

There are 3 main elements to this role

Initial tier 1 triage for new incidents and requests. This will operate via the support portal and phone calls.
Actioning any tickets that are deemed to fall under the 1.5 support line bracket for all Totalmobile products.
Being part of the primary support team for the Protect product. This includes software support, hardware support, configuring new devices, processing returns, handling stock, training and reporting. This role also provides support to the wider Protect teams such as customer success, finance and sales.

This role will report directly to the Customer Engagement Hub Manager and working closely with the Managed Services Team Lead. This team is based out of the Rochdale office and requires an element of physical hardware set up and distribution. Therefore, it is expected you will be in the physical office for most days. Exceptions for this include those on an apprenticeship who will receive a day a week to work from home on work related to their apprenticeship course and exceptions agreed with your manager.

Daily tasks will include: -

Supporting customers using the internal ticketing system.
Communicating with customers via telephone and email providing end user customer support and product information.
Device hardware provisioning, testing, and repairing.
Creating and updating ad hoc customer and internal reports
Stock management
Assisting the Project Manager with new and existing client projects for Protect hardware.
Preparing and distributing customer reports
Importing and updating existing data in a database using a GUI and bespoke tools
Ticket communication management
Engaging with smaller customers on an ad hoc basis to understand and resolve issues.
Communicating with multiple support teams regarding triage incidents and requests
Actioning tickets that are classed as 1.5 line for all other TM products.
Swapping between triage and Protect support.
Work to SLAs
Ensuring customer interactions are logged and recorded against tickets.

We will provide full support to develop and gain experience with other Totalmobile products.

Where you'll work

2C CROWN BUSINESS PARK, COWM TOP LANE, ROCHDALE, GREATER MANCHESTER, OL11 2PU

Check your travel to work

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

ROCHDALE TRAINING ASSOCIATION LIMITED

Your training course

Business administrator

Equal to Level 3 (A level)

Your training plan

You will work towards a level 3 Business Administrator Standard which will consist of monthly lessons on a day release to Rochdale Training,.

Requirements

Desired qualifications

GCSE Maths and English (Grade Grade 4/C or above) desirable

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Attention to detail
Customer care skills
Number skills
Ability to work under pressure
Health and Safety Knowledge
Experience is desirable

Other requirements

Why you should consider this role? The customer support team is the perfect jumping off point and you will gain intimate knowledge of our product suite which will enable you to progress in other specialisms within the business. You could move into development, testing, sales, or project management.

About this company

Totalmobile is a Field Service Management (FSM) provider passionate about improving work and mobile workers' lives. We are the UK leader with 375 staff across the UK and Ireland, and we support over 1,000 organisations and 500,000 workers to transform the delivery of field services and experience an exceptional return on investment. We are the UK leader as we have an integrated product suite within FSM that has been crafted together through organic growth and seven strategic acquisitions over the past number of years. This has made us one of the fastest growing software houses in the UK. This is a great opportunity for a person to join a growing organisation and be part of an experienced customer services team working with large blue-chip organisations throughout the UK and US.

After this apprenticeship

To be Confirmed

Ask a question

The contact for this apprenticeship is:

Total Mobile

Jason Wales

01706 631 417

Hours per week

37.00 Hours

Number of Vacancies

Totalmobile Ltd

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Apprentice Services Support Analyst