Apprentice Digital Support Technician - Burgess Hill

Working closely with the Customer Success & Support Manager, you’ll help customers get the most from our software and products while developing experience across customer support, customer success, software troubleshooting, AI, testing and training.

This isn’t a traditional customer service role. You’ll develop an in-depth understanding of our software and, as your knowledge grows, take increasing ownership of customer queries, system investigations and support improvements.

Customer Support & Success:

You’ll help provide a great experience for our customers by:

• Responding to customer queries and taking ownership through to resolution
• Investigating system, account and setup queries
• Providing clear, friendly and easy-to-follow guidance
• Recognising when an issue needs to be escalated
• Supporting new customers with onboarding and system setup
• Identifying customers who may benefit from additional help or training
• Gathering customer feedback and identifying recurring issues
• Systems, Testing & Product Support

You’ll develop a detailed understanding of our products and systems and help us continually improve by:

• Reproducing and investigating customer-reported issues
• Identifying whether something is a setup issue, user query or potential system problem
• Clearly documenting issues for our development team
• Testing bug fixes, new features and system changes
• Providing feedback from a customer’s perspective
• Identifying recurring problems and opportunities to improve the customer experience

AI & Support Automation

• AI is an important part of how we plan to develop our customer support service.
• You’ll help us build, test and improve our AI-powered support tools, including:
• Developing and improving AI-generated responses to support tickets
• Reviewing AI responses for accuracy, tone and usefulness
• Testing AI against real customer questions
• Helping maintain the knowledge and support content used by our AI
• Identifying which queries could be safely automated
• Helping define when AI should respond and when a person should take over
• Supporting the development and testing of our AI Chat functionality
• Reviewing AI Chat conversations and identifying gaps in its knowledge
• Monitoring how successfully AI resolves queries and suggesting improvements
• As your experience grows, you’ll have the opportunity to take ownership of areas of our AI support functionality.
• Help, Training & Documentation
• You’ll also help customers find answers quickly and confidently by:
• Creating and updating help articles and step-by-step guides
• Producing short training and support videos
• Keeping support content up to date as the system changes
• Identifying where additional customer guidance would be useful

• Level 3 Digital Support Technician apprenticeship- learning is performed at the employer's office and during working hours
• Level 2 Functional Skills in maths and English (if required)

• A full-time and permanent role is expected following completion of the apprenticeship
• This role is also supporting further skills development and progressions to Level 4 apprenticeships and higher levels

This apprenticeship allows for full remote working with twice monthly in person meetings in the Burgess Hill area. 

We bring online bookings, automated invoicing, live registers and child information together in one simple place. As powerful school club management software, it gives you accurate attendance tracking, seamless parent payments, real‑time updates — and so much more — so you can run smooth, stress‑free clubs with far less admin.