Cloud Support Apprentice (Level 3) – Hybrid, Training

lmpgroup; Greater London; Hybrid; GBP 12,000 - 14,000; Part time

Benefits offered by this job

Hybrid work option

Dedicated tutor

Job summary

True Compliance in London is offering a Level 3 Cloud Support Specialist Apprenticeship. Join our cloud-based platform used by housing providers to manage safety, automate reporting and stay audit-ready.

The role combines customer support with hands-on training, 30 hours per week in our London office with some home working. You'll handle tickets, live chat, create knowledge base articles, and work with the Customer Relationship Team to improve service.

Qualifications

• GCSEs in English and Maths (4-9) desirable.
• Good IT skills, including confidence using Microsoft Office applications such as Excel.

Responsibilities

• Act as the first point of contact for customer support enquiries via the ticketing system and live chat.
• Manage incoming support tickets, ensuring they are logged correctly and assigned appropriate response times.
• Gather additional information from customers where further clarification is needed.
• Investigate and troubleshoot user issues, identifying solutions and escalating where necessary.
• Allocate tickets to the appropriate second-line support team members when required.
• Monitor ticket progress and ensure customers receive regular updates throughout the resolution process.
• Check completed work to ensure requests have been fully resolved before closing tickets.
• Help ensure customer queries are resolved within agreed service level agreements (SLAs).
• Support customers in using the platform effectively and guide them through system features.
• Respond to live chat enquiries in a professional and timely manner.
• Create and maintain clear Knowledge Base articles and user guidance documentation.
• Work with the Customer Relationship Team to improve customer experience and service delivery.

Skills

Good IT skills

Microsoft Office (Excel)

Education

GCSE English and Maths (4-9) desirable

Tools

Microsoft Excel

Job description

True Compliance in London is offering a Level 3 Cloud Support Specialist Apprenticeship. Join our cloud-based platform used by housing providers to manage safety, automate reporting and stay audit-ready.

The role combines customer support with hands-on training, 30 hours per week in our London office with some home working. You'll handle tickets, live chat, create knowledge base articles, and work with the Customer Relationship Team to improve service.