Apprentice Support Assistant


My School Portal Ltd is looking for a Support Assistant for our SaaS product.

As the developers of a market leading product within the education sector we are looking to grow our team to maintain the products’ quality.

This is a new position within the company and is due to the growth of the core development team, we are now looking to further build our team around great people who are passionate about their work.

Working in a creative and dynamic team is rewarding, as we are not a large corporate company your views, opinions and ideas will be invaluable. We do offer a training budget so you will be able to grow with the product and the team as we work towards our goals.

We are looking for someone to help provide first line support for our projects within the Support Team. Duties include:-

  • Providing first line support.
  • Providing excellent customer service to our customers.
  • Answering the telephone and helping solve customer enquiries.
  • Escalating issues to second/third line support where necessary.
  • Dealing with day-to-day enquires and customers complaints.
  • Logging and prioritising incidents using helpdesk processes.
  • Writing documentation for company products and Help Centre.
  • Opportunity to QA code fixes and new functionality to projects.
  • Chasing up clients for content, assets and required information under the guidance of the Support Manager.

We need a multi-tasker with a can-do attitude and veering towards a technical role is needed to train within a dynamic and thriving top digital agency. Working as part of the Support Team: providing assistance to clients via phone and email, writing and improving the Help Centre documentation and general help within the team including answering the phone, this is an ideal opportunity for an enthusiastic person to learn all about the digital industry.


  • Excellent attention to detail.
  • Excellent telephone manner.
  • A good listener.
  • Can work as part of a team and also alone.
  • Good communicator.
  • Multi-tasker.
  • Excellent organisational skills.
  • An interest in IT and technology.

Personal qualities: Friendly, confident and eager to learn.

Qualifications required: You should have GCSE Maths & English along with ICT at C or above and 3 or 4 other subjects at least.

Future prospects: For the right candidate, if they have shown enthusiasm, skills and a flair for the job, we would not want to lose a key member of the team, so a full-time role could be offered to the right person at the end of the apprenticeship.

Training provided: On the job training with the employer whilst working towards the Apprenticeship Framework – consisting of the NVQ Level 2 in Customer Service, Technical Certificate and Functional Skills if appropriate. Regular work based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.

Length of apprenticeship: 53 Weeks minimum (L2) 2 Years (L3).

Weekly wage: Apprentice minimum wage.

Working week: 37.5 hours per week over a 5 day period 8.30 – 5.00 (1-hour lunch).

Discounts, for Apprentices! NUS Apprentice extra, the discount card for UK Apprentices with loads of discounts in-store and online, helping your hard earned cash stretch a little further.

Click here for more information:

You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work on a daily basis whilst waiting for your first wages to be paid. Training on the Apprenticeships Programme for 16 to 18 year olds is a priority and fullyfunded by Government. Training for Apprenticeships for those over this age is partly funded, with employers expected to make a part or full contribution.

The role will be based at our office near Dartford, Kent and is a full-time position. The work environment is pleasurable – located in a converted mill, in a rural location – yet conveniently close to the M25. Our offices are based in a semi-rural location and public transport services are infrequent. Your own transport is essential.

Please forward a covering letter and CV to