Customer Support Apprentice

Overview

Description:

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.

• This will be a blended delivery, a mixture of Microsoft Teams and face-to-face
• Some training will take place on-site, and all will be within your working hours
• Ixion Holdings will complete functional skills where necessary and will ensure Health & Safety, British Values and Equality & Diversity are embedded throughout the course

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.

• 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

• Progressing could include Customer Success, Account Management, Product Management, Developer or Support

Monday to Friday, 9.00am to 5.00pm.

• 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

• GCSE English Grade 4-9/A*-C Desired
• GCSE Maths 4-9/A*-C Desired

Employer

Description:

Aareon is Europe’s trusted provider of SaaS solutions for the property industry. We operate across six regions in Europe, with more than 13,000 customers with 18 million units. With locations across Germany, The Netherlands, France, Sweden, Spain and The United Kingdom, we employ more than 2000 people delivering local expertise and partnerships with our customers. Our mission is more than our work;

it’s our passion: connecting people, process and property, bringing the ecosystem closer together. We make digitalisation a reality, helping our customers manage and sustain their properties effectively while providing superior digital experiences for everyone involved. Embracing the industry’s responsibility, we are dedicated to a more sustainable future. Our commitment encompasses environmental, economic, and social dimensions, empowered by technology that promotes affordable housing and energy efficiency for a brighter tomorrow.