Employer description:
Mitsubishi Electric is a global manufacturer of electrical and electronic equipment, with a history dating back to 1921. They are known for their focus on innovation, energy efficiency, and sustainability, particularly in the areas of HVAC, power systems and factory automation. Mitsubishi Electric aims to contribute to a low-carbon society through its technologies and products.
Overview:
They are currently seeking a motivated and detail-oriented Support Specialist to join our customer support team, managing all tier 1 enquiries from our internal branches across Europe. As the first point of contact for the branches and their helpdesks, you will be responsible for providing first-line support, troubleshooting for software issues, escalations whilst ensuring a high quality customer experience. This role requires strong communication skills, technical aptitude and commitment to customer satisfaction.
Responsibilities:
- Monitor and manage the support mailboxes, ensuring timely responses ad ticket creation.
- Provide first-line technical support to internal branch members across Europe.
- Prioritise and triage support requests based on urgency and business impact.
- Escalate complex or unresolved issues to the Development Team as necessary.
- Maintain accurate and detailed records of support interactions.
- Develop a thorough understanding of all product documentation and processes to effectively support stakeholders and minimise response times.
- Provide timely solutions in line with internal SLA’s and business goals.
- Identify recurring issues and suggest improvements to the products, processes or documentation.
- Maintain up-to-date documentation of recurring issues, fixes and workflows to support consistent service delivery.
- Help maintain internal knowledge bases, FAQs and support materials used by the support team.
Desirable skills:
- Experience working in a technical helpdesk or customer service team and managing enquiries through support tickets or email inboxes.
- Ability to follow documented procedures and escalate appropriately.
- Ability to work in a fast-paced environment with minimal supervision.
- Strong prioritisation skills for ticket management and stakeholder management skills.
- Excellent written and verbal communication skills.
- Team player, able to contribute ideas improving internal processes and documentation.
- Strong problem solving and analytical skills, able to investigate and troubleshoot support issues.
- Sense of ownership and pride in your performance and its impact on the company’s success.
Entry requirements:
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information please visit the UK ENIC website.
Working hours:
40 hours per week.
Benefits:
- Holiday 25 days per year, rising to 27 days after a year of service.
- Pension scheme, private medical care and many more benefits!
Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
About QA:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
Interested? Apply now!
