The apprentice will work as an Assistant to Technical Support within Sure Retail Equipment Limited's technical support / retail technology team. The main purpose of the role is to provide high-quality customer service support to retailers and end users using SOLUM electronic shelf label (ESL) systems, while learning digital support skills and supporting related administration. Key responsibilities: Provide polite, professional first-line customer service support to retailer/end-user customers, under supervision.
Log, organise and update customer support queries, open support tasks and follow-up actions accurately. Assist the technical support team with ESL administration, including template creation, amendment, formatting and checking. Prepare notes, suggested responses, checklists and internal support information for review. Liaise with colleagues in technical support, sales, projects, warehouse and customer service where required.
Use digital systems securely and accurately, including support records, email, Microsoft Office or similar tools and web-based systems. Support supervised website/content updates where required, such as product information, images, links and documents using Umbraco or other company systems. Learn about retail technology, electronic shelf labels, shelving, shop fitting and retail display equipment so customer queries can be understood and routed correctly.
The apprentice will report to Kieran Preston, Technical Support, and will interact day to day with technical support colleagues, customer service, sales/projects and, where appropriate, retailer/end-user customers. The role is supervised and the apprentice will not be expected to make final technical, contractual, commercial or customer-impacting decisions without approval.
Assist technical support with retailer/end-user customer service, ESL support administration, digital systems and supervised website/content updates while completing a Level 3 Digital Support Technician Apprenticeship.
In-house training plus the candidate will follow a Level 3 IT Support Technician Apprenticeship programme, with the Digital Service Technician option/pathway expected to fit the external customer support duties, subject to CCSW confirmation. Training will be structured and delivered by Cheshire College - South & West. If the candidate does not hold GCSE grades A-C (9-4) or equivalent, they will be required to complete a Level 2 Functional Skill in the relevant subject.
Workplace training will include customer service standards, SOLUM electronic shelf label systems, ESL template administration, digital support processes, support records, Umbraco website content management, internal systems, confidentiality/data protection and health and safety.
Opportunity to develop digital support, technical support, customer service and retail technology skills. Future progression may include a permanent role in technical support, customer support, digital support or wider business administration, subject to performance, apprenticeship completion and business requirements.
Sure Retail Equipment Ltd supplies and supports retail equipment, shop fitting and retail technology solutions, including electronic shelf label systems, shelving, retail display equipment and related customer support services.