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1st Line Customer Support

Pertemps Bristol Commercial
Job LocationEmersons Green, Bristol
EducationNot Mentioned
Salary£27,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Job Title - 1st Line Customer Support AgentSalary - £27,000 (Depending on experience)Location - Emersons Green, BristolWorking Hours - Permanent, Full Time 37 hrs per week + Call RotaHours Breakdown - Mon - Thu 0900-1700 with 30 min lunch and Fri 0900-1630 (all days with 30 min unpaid lunch). Plus, On Call Rota (at extra pay) for a minimum of 2 slots each week for Mon - Thu from 07:00am - 09:00am and 17:00 - 19:00, Frifrom 07:00am - 09:00am and 16:30 - 19:00)Hybrid - 3 days in the officeThe CompanyWorking for a vibrant, diverse and inclusive international Software firm who very much focus on the wellbeing of their staff, our client is a growing leading provider of Infrastructure Asset Management software in the UK and to users worldwide.The RoleWorking alongside more experienced members of the Support Team, the 1st Line Customer Support will support customers in a blended role that combines Front Line Support with Technical Authoring.The Key Responsibilities of the 1st Line Customer Support Agent will include:

  • Provide Front Line Support
  • Verify/duplicate the exact problem.
  • Raise a bug fix form with detailed information about the issue. Include process flows, decision/action outputs and specify any rules required to help Developers code a solution.
  • Liaise with customer and second line support to resolve issues on the phone, Teams meetings and e-mail.
  • Gain in-depth knowledge of the user interface to provide expert advice and guidance to customer queries.
  • Create/Update help material to reflect the change and upload to our online Customer Support site.
  • Set up new user account access to the Support Site. Action licences and set-up new users.
  • Arrange and organise application updates to our hosted customers.
Documentation
  • Produce procedural documentation, diagrams and written instructions for repeated support calls to enable customers to help themselves using our Support website.
  • Create and update training manuals.
  • Help with documentation used across the company.
  • Help with project documentation.
  • Any other task as directed by the Line Manager.
The successful candidate MUST have experience with the following:
  • Strong verbal communication skills and enjoys interacting with customers.
  • Excellent document skills with good spelling/grammar.
  • Proficient with IT including MS Office, image and video editing.
  • Ability to quickly learn new skills and good at problem solving.
Salary & Benefits
  • Up to £27,000 per annum (depending on experience) + Rota Pay
  • Holiday entitlement increases with service
  • Pension Scheme
  • Training opportunities
  • On completion of probation benefits include:
1. BUPA Private Health Cover (medical history disregarded)2. Group Life Insurance at 4 x annual salary3. Group Income ProtectionIf this 1st Line Customer Support Agent role sounds of intertest please click apply or if you have any questions, please call Kirk at Pertemps Commercial, Bristol.

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