Graduate Trainee (L1)

Summary of the position:

• Support services provide high quality operational and technical application and systems support to PMC’s customers and internal business functions. This entry-level Graduate Trainee role is crucial to ensure great customer satisfaction for our customers and resolving customer issues effectively at the first point of call.
• As our support team is co-located in the UK and India, cross-cultural awareness and clear communication skills are essential. While this is primarily a customer-focused role, a strong interest in technology, willingness to learn, and a passion for providing impeccable service to our customers are key to success in this position.
  

Key accountabilities:

• Assist and coordinate with the local and global Support Leadership teams to carry out day-to-day activities, ensuring a consistently high level of service delivery.
• Answer incoming customer queries in a professional, courteous, and prompt manner, in line with PMC standards and defined SLAs.
• Accurately log incidents and requests in real time within the IMS tool, capturing detailed problem descriptions, actions taken, and assignment trails.
• Learn, follow, and contribute fresh perspectives to PMC’s standard operating procedures and application support best practices.
• Track assigned tickets through to resolution under guidance, ensuring all regular updates and relevant communications are documented.
• Provide callers with their unique ticket reference numbers and set appropriate expectations.

Analyze reported issues systematically by:

• Asking probing and relevant diagnostic questions
• Applying learned system knowledge and logical troubleshooting
• Referencing training materials, process documents, account handbooks, and knowledge base articles
• Seeking assistance and guidance from senior team members in the UK or India

• Make outbound calls to customers and 3rd party providers, ensuring clear, accurate, and concise communication.
• Maintain regular communication with clients and internal team members regarding assigned tasks, escalating potential delays or blockers to management early.
• Act as a brand ambassador by understanding the importance of PMC’s reputation and consistently upholding service excellence.

Please note: This role operates on a rotational shift basis to ensure sufficient coverage for 24/7 client requirements

Skills and Experience | Essential:

• Fully fluent in English (written and verbal).
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent internship experience in technical/customer support).
• Strong fundamental interest in IT systems, software applications, and customer service.
• Excellent interpersonal, listening, and communication skills.
• Strong logical thinking and foundational problem-solving aptitude.

Skills and Experience | Desirable:

• Basic understanding or exposure to retail, hospitality, or leisure technologies (e.g., EPOS/tills, reservation systems) through academic projects or internships.
• Familiarity with basic IT support concepts, service desk functions, or SLA principles.
• Basic hands-on experience with ticket management tools or technical troubleshooting during college coursework/projects

Personal attributes:

• Strong customer-first mindset with a keen desire to deliver high-quality support.
• Proactive learner with a strong curiosity to pick up new technical tools, processes, and applications quickly.
• Self-motivated, highly professional, and dependable in seeing assigned tasks through to completion.
• Empathetic communicator who works well in diverse, cross-cultural teams.
• Ability to multi-task, prioritize tasks, and remain calm under pressure.
• Adaptable and flexible to changing business needs and shift patterns.
• Strong organizational skills with keen attention to detail.
• Positive ‘can-do’ attitude and a active team player eager to contribute and grow.