First Line Support Technician

Bud; Bristol; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading SaaS platform in the UK, located in Bristol, is seeking a 1st Line Support Technician to provide friendly technical support and resolve customer inquiries. The successful candidate will work closely with experienced engineers and contribute to customer education through knowledge articles. This role offers hybrid working arrangements, generous holiday, and a vibrant office environment. Ideal for a person with a strong communication skill set and a passion for technology as Bud continues to grow rapidly.

Benefits

25 days of holiday plus bank holidays

Additional day off for birthday

Access to fitness and mindfulness classes

Discounts at local shops and eateries

Hybrid working arrangements

Qualifications

• Able to prioritise work in a busy environment.
• Confident and capable of working effectively, sometimes without supervision.
• Experience in customer service is preferred.

Responsibilities

• Provide technical customer service support up to 1st line.
• Assist with triaging incidents received within SLA’s.
• Answer inbound calls from users.
• Assist with replication steps and proactive monitoring of incidents.
• Create support and platform knowledge articles.

Skills

Excellent communication skills

Diagnostic skills

Problem-solving

Organizational skills

Interpersonal skills

Curiosity about technology

Resilience

Empathy

Job description

As a 1st 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 a small growing company, you will need to be flexible whilst retaining focus on the quality and integrity of delivery.

THE PERSON

We value a positive can‑do attitude, pride in delivering to promises, excellent communication skills and a desire for self‑improvement. As well as your existing skills, we’re looking for the right person with the potential to grow with us.

RESPONSIBILITIES

• Provide technical customer service support up to 1st line
• Assist with triaging incidents received within SLA’s
• Answering inbound calls from users
• 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

CAPABILITIES

• Able prioritise work in a busy environment
• 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
• Be a team player with good interpersonal skills
• An interest in, and curiosity in technology
• High levels of resilience and empathy

We are Bud

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, 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

We’re located in arguably the best office space in Bristol, it’s called the Origin Workspace and is a community in which young businesses can thrive.

Located in the topleft corner of Berkeley Square, Clifton, we have a huge open plan space in this outstanding building which is perfectly located to take advantage of Bristol’s best cafes, bars and restaurants on the vibrant Queen’s Road and Park Street. With a roof terrace and lounges for socialising and relaxing, and a fully fitted gym with resident personal trainers from Activ8 web believe in looking after our team.

As Origin members, all Bud staff are invited to Origin events which includes a monthly timetable of fitness and mindfulness classes, plus social events. The Origin pass also provides discounts in some local shops and eateries.

25 days holiday (plus bank holidays), rising to 29 days (fte)

Additional day of leave for birthday

Hybrid working arrangements with one day per week in the office

A BPSS clearance is required for all Bud employees. The scope of this role may require an additional Security Clearance (SC).

Department

Bristol/Hybrid

Permanent

To apply for this role

Send us your CV and cover letter and a member of our team will be in touch!