It Cloud Support Apprentice

About the role

🚀 Customer Support Specialist 🚀

Ready to dive into the world of tech support and make a real difference? We're looking for enthusiastic individuals to join our team as Customer Support Specialists! This is your chance to be the first point of contact for our awesome customers, helping them navigate our platform and solve their challenges. 💬

What you'll be doing:

• Be the go-to person for customer inquiries via our ticketing system and live chat. 💻
• Keep our support tickets organized, making sure everything is logged correctly and addressed ASAP. ⏱️
• Dig deep to understand customer needs, gathering extra info when required. 🕵️‍♀️
• Become a troubleshooting pro, investigating and solving user issues, and knowing when to call in the experts. 💡
• Route tricky tickets to our amazing second-line support team when needed. ➡️
• Keep customers in the loop every step of the way, ensuring they're happy with their resolutions. ✅
• Help us hit our service level agreements (SLAs) – keeping customers satisfied is key! ✨
• Guide customers on how to get the most out of our platform, showing them all the cool features. 🤩
• Respond to live chat requests like a champ – professional and speedy! 💨
• Help create and update clear guides and Knowledge Base articles so everyone can find the answers they need. 📚
• Collaborate with our Customer Relationship Team to level up the overall customer experience. 🤝
• Learn the ins and outs of cloud-based software and how tech drives business success. ☁️
• Build your technical support, troubleshooting, and customer service superpowers by working with real customers. 💪
• Help us spot common issues and contribute to making our service even better. 🌟
• Forge strong connections with our customers and internal teams. 💖

If you're passionate about helping people, love solving problems, and want to grow your skills in a dynamic environment, we want to hear from you! 🎉

Key responsibilities

• Act as the first point of contact for customer support enquiries.
• Manage and monitor incoming support tickets, ensuring timely resolution.
• Investigate and troubleshoot user issues, escalating where necessary.
• Support customers in using the platform effectively and guide them through system features.
• Create and maintain clear Knowledge Base articles and contribute to continuous improvement initiatives.

Entry requirements

GCSE in: (3 of any subject (grade 4+ (A* - C)), Maths & English (grade 3+ (D or above)))