Apprentice Digital Support Technician - Burgess Hill

Summary

We are recruiting on behalf of a leading trusted admin system company that saves time, work and headaches for out-of-school clubs, with online bookings, live registers, automated invoicing. This apprenticeship involves providing technical and administrative support across data management and digital systems.  

Wage

£17,000 a year

A salary range of £17000 - £19000 is on offer depending on performance at interview. 

Training course

Digital support technician (level 3)

Hours

Monday- Friday, 9.00am- 5.30pm.

37 hours 30 minutes a week

Start date

Monday 2 November 2026

Duration

1 year 3 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

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

Where you'll work

1 Station Road
Burgess Hill
RH15 9DG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

INVOLVE SELECTION LIMITED

Training course

Digital support technician (level 3)

What you'll learn

Course contents

• use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.
• support digital operations or digital change and transformation activities.
• investigate application problems and enable resolution to maintain productivity and improve quality of service.
• coach and guide stakeholders to develop their applications skills to use digital systems effectively.
• monitor data to analyse systems use and provide insights to recommend use or applications developments.
• support customers in the use of information, products and services through digital channels.
• diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
• maintain end-user systems physically or remotely. For example: software, hardware or operating systems
• provide and direct end-users to tools and resources to help them to resolve their digital problems.
• use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.

Training schedule

• 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)

Requirements

Desirable qualifications

GCSE in:

Maths and English (grade C (4) or above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• Analytical skills

Other requirements

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