IT Cloud Support Apprentice

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