Product Support Apprentice

Introduction

Our client created a smart and flexible way to sign in staff, visitors, and contractors. With over 18,000 sites across 70 countries, including America, Canada, Denmark and more. You will be acting as the primary point of contact, reviewing incoming requests and much more!

About the Employer

Our client created a smart and flexible way to sign in staff, visitors, and contractors. With over 18,000 sites across 70 countries, including America, Canada, Denmark and more, they are one of the world’s fastest-growing visitor management platforms. Their team consists of dedicated software developers and a customer success team, delivering brilliant features and exceptional customer service to their ever-growing community.

They are looking for a talented and driven Product Support Apprentice to join their team. If you thrive in a fast-paced, collaborative environment and are passionate about workplace technology, security, and SaaS solutions, this could be the perfect role for you!

This role is central to our development cycle, ensuring that technical tasks align with business objectives and that the team operates efficiently. This position is suitable for a junior candidate who possesses a strong aptitude for learning and the ability to manage their workload independently in a remote environment.

What You'll Do

Key responsibilities:

• Triage & Backlog Refinement: Review incoming requests and prioritise the product backlog to ensure the development team is focused on high-value tasks.
• Stakeholder Management: Act as the primary point of contact between business leaders and the technical team to ensure the product roadmap reflects organisational goals.
• Agile Facilitation: Lead core Agile ceremonies, including Sprint Planning, Daily Standups, and Sprint Reviews. You will be responsible for identifying and removing technical blockers to maintain delivery momentum.
• Technical Documentation: Produce comprehensive help files, user guides, and support materials to assist with customer onboarding and reduce support ticket volume.

Skills Required:

• Detail-Orientated: Capable of managing complex backlogs and ensuring documentation is accurate and useful.
• A Clear Communicator: Able to explain technical concepts to non-technical stakeholders and vice versa.
• Process-Driven: Interested in Agile methodologies and improving team workflows.
• Adaptable: Eager to learn the nuances of the product and take on a variety of tasks from project management to copywriting.
• Remote Work Discipline: Proven ability to remain productive and organised while working from home.
• Problem-Solving Skills: A logical approach to resolving issues and facilitating team progress.
• Technical Literacy: While a computer science degree is not required, you must be comfortable learning the technical aspects of software development.

Training Outcome

Possible full-time permanent position upon completion of the apprenticeship.

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative

Qualifications

• Essential - GCSE - English - 4/C
• Essential - GCSE - Maths - 4/c

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday 9am to 5.30pm – Remote, with availability to get to the Northampton office.

Expected Duration: 1 Year 6 Months

Training Provider: STARTING OFF LIMITED