Customer Support Apprentice

As an L1 Support Agent at Aareon UK, you will be the first point of contact for customers using our Fixflo and Arthur platforms. You will provide frontline support by triaging and resolving user queries, delivering clear and timely communication, and ensuring a high standard of service. 

As an L1 Support Agent at Aareon UK, you will be the first point of contact for customers using our Fixflo and Arthur platforms. You will provide frontline support by triaging and resolving user queries, delivering clear and timely communication, and ensuring a high standard of service.

Your work will play a key role in customer satisfaction and contribute to the continuous improvement of our support operations. Your work will play a key role in customer satisfaction and contribute to the continuous improvement of our support operations.

The role will involve:

• Respond to customer support requests via ticketing system, email, or chat in a timely and professional manner
• Accurately log, prioritise and classify support queries based on impact and urgency
• Resolve common customer issues independently using documented processes and troubleshooting guides
• Escalate unresolved or complex issues to L2 support with clear documentation and context
• Maintain internal and external knowledge base articles, updating information as needed
• Provide empathetic and clear communication tailored to the user’s technical understanding
• Collaborate with team members to share knowledge and improve service consistency

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Creative
• Initiative
• Familiar with ticketing tools
• Tech savvy

• English GCSE, grade Grade 4-9/A*-C (Desired)
• Maths GCSE, grade 4-9/A*-C (Desired)