IT Cloud Support Level 3 Apprenticeship - Inspire ATA

QA Limited; Camden Town; On-site; GBP 15,000 - 21,000; Full time

Job summary

Inspire ATA has partnered with True Compliance to recruit an apprentice who will support customers using a cloud-based platform for building compliance management. The role blends customer support, onboarding, and documentation while training on system features and best practices.

Placed with True Compliance and employed by Inspire ATA, the apprentice will develop technical and customer service skills, assist with improving service delivery, and potentially progress into further cloud or

Qualifications

• 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

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

Skills

Organisational skills

Communication skills

Customer-focused

Attention to detail

Problem-solving

Prioritisation

Willingness to learn

Team player

Proactive attitude

Quick learner

Discretion handling information

Education

GCSEs 4+

GCSE Maths & English 3+

No higher-level qualification in similar subject

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.

The Role

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.