• 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

The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.

Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments.

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.