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1st Line Customer Support Agent

7 months 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 + Call Rota
**Hours 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, Fri from 07:00am - 09:00am and 16:30 - 19:00)
**Hybrid**:

- 3 days worked in the office

**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) + 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 salary
3. Group Income Protection
If this 1st Line Customer Support Agent role sounds of interest please