IT Cloud Support Level 3 Apprenticeship - Inspire ATA in Camden Town

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.

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