Client Support Analyst Apprentice (Digital Support Technician)

As part of the Operations Department, you will report to the Operations Director and provide frontline support to clients using measure2improve software products and services. You will develop a detailed working knowledge of our products, support the wider team and Client Account Directors, and help ensure client queries are recorded, resolved or escalated appropriately. The role also includes software and customer database testing, maintaining support documentation, gathering client feedback and helping clients improve their use of our systems. This is a full-time, office-based role, with occasional travel to client sites. Specific working pattern to be confirmedDuties include:Respond to client support requests by telephone and email.Log, resolve where possible, and escalate support requests.Support the wider team, Client Account Directors and Operations Director.Create and maintain data collection templates.Manage users and mobile device registrations, logons and permissions.Develop and maintain product support documentation.Obtain regular client feedback.Test new software releases and customer databases.Help clients get the most benefit from products and services.Understand client requirements and how they use the software.Support continuous improvement and comply with ISO processes and procedures.