1st Line Customer Support Agent

3 days ago


Bristol, United Kingdom Pertemps Bristol Commercial Full time

**Job Title** - 1st Line Customer Support Agent
**Salary** - £25,000 (Depending on experience)
**Location**:

- Emerson's Green, Bristol
**Working Hours**:

- Permanent, Full Time 37 hrs per week. Currently hybrid working with 2 days worked in the office each week.
Working hours will be set as either Earlies, Core or Lates or a changing pattern of all three set by a rota (agreed fortnightly, in advance) to maintain business operational cover:
**Earlies - Monday to Friday**: - 0700 to 1500 with 30 minutes for lunch.
Fridays 0700-1430 with 30 minutes for lunch.
**Core - Monday to Friday**: - 0900 to 1700 with 30 minutes for lunch.
Fridays 0900-1630 with 30 minutes for lunch.
**Lates - Monday to Friday**: - 1100 to 1900 with 30 minutes for lunch.
Fridays 1130 -1900 with 30 minutes for lunch.
**The Company**
Working 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 Role**
Working 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.
- 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.

**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.
- Experience in a similar role
- 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 £25,000 per annum, Annual Pay Review & Bonus (discretionary)
- 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 salary
3. Group Income Protection



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