IT Cloud Support Apprentice

QA; London Borough of Hackney; On-site; GBP 8,900 - 13,000; Part time

Job summary

Inspire ATA, placed with True Compliance, is offering an apprenticeship to join a cloud-based building compliance platform team. You will handle customer inquiries via tickets and live chat, resolve issues, and contribute to knowledge base content while learning cloud software operations.

Working hours are set, with opportunities to progress into Cloud Support or Customer Success roles after successful completion of the apprenticeship.

Qualifications

• GCSEs and maths/English at minimum level requirements.
• Willingness to learn cloud software and support processes.
• Interest in customer service and tech support roles.

Responsibilities

• Act as first point of contact for customer support via ticketing and live chat.
• Manage and log incoming tickets with appropriate response times.
• Gather information from customers for clarification and resolution.
• Troubleshoot user issues and escalate when needed.
• Guide customers in using the platform and features.
• Produce and maintain knowledge base articles for end users.
• Support SLAs and monitor ticket progress to resolution.

Skills

Organisation

Communication skills

Customer focus

Problem solving

Teamwork

Learning ability

Time management

Proactive attitude

Adaptability

Technical literacy

Education

GCSEs (4+ incl Maths & English)

Job description

We have an exciting opportunity with Inspire ATA! They are a flexi-job provider and you will be employed by Inspire ATA and placed with True Compliance for your apprenticeship.

True Compliance is a cloud-based building compliance management platform designed primarily for housing providers. The platform helps organisations manage safety obligations, automate reporting, track actions and maintain accurate, audit-ready records. We are looking for an apprentice to join our growing team and support customers using our software platform.

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




• Learn how cloud-based software platforms operate and how technology supports business performance




• Develop technical support, troubleshooting and customer service skills while working with real customers




• Assist with identifying recurring issues and contribute to continuous improvement initiatives




• Build strong working relationships with customers and internal teams

Required skills:

• Strong organisational and time management skills




• Excellent verbal and written communication skills




• Friendly, professional and customer-focused approach




• Strong attention to detail




• Good problem-solving and analytical abilities




• Ability to prioritise workload and work to deadlines




• Comfortable learning and using new technology systems




• Ability to work independently and as part of a team




• Proactive and self-motivated attitude




• Quick learner with a willingness to develop technical skills




• Professional and discreet when handling sensitive information

The entry requirements for this programme are as follows:

• 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 in a similar subject

Please be aware:

Upon a successful offer of employment, the company may complete right-to-work checks and a Basic DBS check as part of the onboarding process

Working hours:

Monday to Thursday 9am - 5pm, Friday 9am - 3pm (1-hour lunch break each day)

Future prospects:

Upon successful completion of the apprenticeship, the apprentice may have the opportunity to progress into a permanent Cloud Support, Customer Success, Technical Support or Software Support role within the business.

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.