1st Line Customer Support Agent

3 weeks ago

Bristol, United Kingdom Pertemps Network Group Full time

**Job Description**:
**Job Title** - 1st Line Customer Support Agent
**Salary**:

- £27,000 (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: - 07:00 to 15:00 with 30 minutes for lunch.
Fridays 07:00 - 14:30 with 30 minutes for lunch.

**Core** - Monday to Friday: - 09:00 to 17:00 with 30 minutes for lunch.
Fridays 09:00 - 16:30 with 30 minutes for lunch.

**Lates** - Monday to Friday: - 11:00 to 19:00 with 30 minutes for lunch.
Fridays 11:30 - 19:00 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.- 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)- 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
If this 1st Line Customer Support Agent role sounds of intertest please

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