First Line Support Technician

As a First Line Support Technician, you will join a small and growing Customer Support team delivering a world-class, friendly technical customer support service. Responsible for triaging and responding to customer support requests, you will be assisted by experienced L2 and L3 engineers with resolving tickets, providing guidance to our clients via messaging, phone and email.

As your experience grows, you will be expected to become one of Bud's product experts with the ability to support training and other client on-boarding initiatives.

As Bud is a small, growing company, you will need to be flexible whilst retaining focus on the quality and integrity of delivery.

The Person

We're looking for someone with a positive, proactive attitude who takes pride in delivering on their commitments. Strong communication skills, a willingness to learn, and a focus on continuous improvement are important to us. Alongside your existing experience, we're seeking the right person with the enthusiasm and potential to grow with our team.

Responsibilities

• Provide technical customer service support up to 1st line
• Assist with triaging incidents received within SLAs
• Answering inbound calls from users
• Updating customers and recording ticket notes in Zendesk
• Assist with resolution, replication steps and proactive monitoring of incidents
• Creation of support and platform knowledge articles to support user education
• Escalation of tickets to colleagues for 2nd / 3rd line support

Do you have experience in Technical support?, * Able to prioritise work in a busy environment

• Deliver excellent, responsive customer service
• Have good diagnostic skills and be able to problem-solve
• Be highly organised with a methodical and proactive approach
• Confident and capable of working effectively, sometimes without supervision
• Have excellent verbal & written communication
• Be a team player with good interpersonal skills
• An interest and curiosity in technology
• High levels of resilience and empathy

• Length of Service benefit: Accrue 1 extra day of holiday for every year of service, up to 4 days.
• 4.5% of base salary company pension contributions through Aegon Workplace Pension Scheme. This benefit starts on day one of employment.
• Life assurance scheme: Entry to this starts on day one of employment.
• Vitality Health Insurance: You can opt in to this from day one of employment.
• Bupa Dental Insurance: You can opt in to this from day one of employment.
• Specsavers Eyecare Voucher: Available to you from day one of employment.
• Employee Assistance Program: Available to you from day one of employment.
• Birthday Leave: Take your birthday, or a day very close to it, off.
• Enhanced Parental Leave benefits.
• Cycle to Work Scheme.
• Employee Referral Scheme
• Free, on-site gym

To apply, email your CV and covering letter to Recruitment@bud.co.uk

Please note: A BPSS clearance is required for all Bud employees. The scope of this role may require an additional level of security clearance.

Job Type: Full-time

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee mentoring programme
• Enhanced maternity leave
• Enhanced paternity leave
• Free fitness classes
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site gym
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Store discount
• Work from home

Established in 2016, Bud is the next generation SaaS platform for the vocational and training / education sector. Bud has evolved into a scale up SaaS platform, partnering with some of the top training providers in the UK to bring a software solution that will enable more learners to access consistent, high-quality training to improve lives. Our customers love Bud because it enables them to drive up the quality of their training delivery at scale whilst reducing costs. By combining the knowledge of industry experts with the brightest minds in software development we've created the best training management platform available. As innovators , we're constantly looking for new ways to improve training and learner outcomes through software and we're working on a number of exciting new product areas right now. More and more training providers are switching to Bud. In fact, we've got a larger market share of enterprise level independent training providers than any other platform and we're growing fast. Working at Bud We have a strong leadership team and a clear vision which has been translated into a sound business strategy. This means that each department at Bud can ensure their strategic direction is always aligned to the business goals. We are supportive, and work together to create a unique culture, where people thrive and build rewarding careers. We share a work ethic that provides the perfect blend of professionalism and accountability with a desire to have fun along the way. The perks Our team is based in one of Bristol's most impressive workspaces: Origin Workspace. It's a thriving community designed to help ambitious, growing businesses succeed. Situated in Berkeley Square, Clifton, our bright, open-plan office gives you access to the very best of Bristol. From independent cafés to great bars and restaurants along Queen's Road and Park Street, everything is right on our doorstep. The building also offers fantastic shared spaces, including a roof terrace, breakout lounges for socialising or downtime, and a fully equipped gym with on-site personal trainers from Activ8 - because we believe looking after our people matters. As part of the Origin community, all Bud staff can attend a full calendar of events, from fitness and mindfulness sessions to regular social activities. Your Origin membership also unlocks discounts at a range of local shops and eateries.