Cloud Support Specialist Apprenticeship

Level 3 Cloud Support Specialist Apprenticeship at True Compliance

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 a Cloud Support Specialist Apprentice to join our growing team and support customers using our software platform.

Apprenticeship Overview:

• Salary: £8.00 per hour, automatic pay increase after one year on programme for 19+ year olds
  • Working Week: Monday to Thursday 9am - 5pm, Friday 9am - 3pm (1-hour lunch break each day)
  • Hours: 30 hours per week
  • Duration: Typically 18 months
  • Qualification: Level 3 Cloud Support Specialist Apprenticeship standard qualification
  • Training: Online training supported by our dedicated tutor
  • Location: Work.Life, 82 Great Eastern Street, Shoreditch, London, EC2A 3JF (with some home working available)

As a Cloud Support Specialist Apprentice, you will:

• 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

Qualifications:

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

Skills and Personal Qualities:

• 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
  • Ability to write clearly using plain English
  • Quick learner with a willingness to develop technical skills
  • Professional and discreet when handling sensitive information

What training will the apprentice take and what qualification will the apprentice get at the end? The successful candidate will complete a Level 3 Cloud Support Specialist Apprenticeship Standard.

Each apprentice will have their own dedicated tutor who will conduct monthly remote tutorials and reviews, providing continuous support throughout the apprenticeship programme. Depending on the apprentice's needs, the frequency of these sessions may vary.

What is the expected career progression after this apprenticeship?

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.

Additional Information

• Full training will be provided
  • The successful candidate will be expected to complete a minimum of 6 weeks' office-based training at the start of the role
  • Previous customer service, helpdesk or software support experience would be beneficial but is not essential
  • The role involves supporting housing associations and councils using the True Compliance software platform

Pre-employment checks

Please be aware that 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.

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