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For Companies At a Glance
- Tasks: Provide friendly technical support and assist with customer queries.
- Company: Join Bud, a fast-growing SaaS platform in the education sector.
- Benefits: 25 days holiday, hybrid working, gym access, and discounts at local shops.
- Why this job: Be part of a supportive team and grow your tech skills while making a difference.
- Qualifications: Good communication skills and a passion for technology.
- Other info: Exciting career growth opportunities in a vibrant office environment.
The predicted salary is between 30000 - 42000 £ per year.
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 to 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 top left 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 we 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 Support
Location Bristol/Hybrid
Job Type Permanent
To apply for this role
Send us your CV and cover letter and a member of our team will be in touch!
First Line Support Technician in Bristol employer: Bud
Contact Detail:
Bud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Technician in Bristol
✨Tip Number 1
Get to know the company inside out! Research Bud’s products and values so you can show off your knowledge during interviews. This will help us see that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice your communication skills! As a 1st Line Support Technician, you'll need to explain technical issues clearly. Try role-playing with a friend or family member to get comfortable with explaining tech concepts in simple terms.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. We love candidates who can demonstrate their ability to think on their feet and tackle challenges head-on.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in our minds as we make our decision.
We think you need these skills to ace First Line Support Technician in Bristol
Some tips for your application 🫡
Show Your Personality: When writing your CV and cover letter, let your personality shine through! We want to see the real you, so don’t be afraid to express your enthusiasm for tech and customer support. A friendly tone can go a long way in making a great first impression.
Tailor Your Application: Make sure to customise your CV and cover letter for the 1st Line Support Technician role. Highlight relevant experience and skills that match the job description. We love seeing how your background aligns with our values and the responsibilities of the position!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity, especially when it comes to your skills and experiences related to technical support.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Bud!
How to prepare for a job interview at Bud
✨Know Your Tech Basics
Brush up on your technical knowledge related to first line support. Be ready to discuss common issues you might encounter and how you would troubleshoot them. This shows that you’re proactive and have a genuine interest in technology.
✨Show Off Your Communication Skills
Since you'll be interacting with customers via phone, email, and messaging, practice clear and friendly communication. Think about examples where you've successfully resolved customer issues or helped someone understand a technical problem.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss specific instances where you’ve had to diagnose and solve problems under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to think on your feet.
✨Emphasise Your Team Spirit
Bud values teamwork, so be ready to share experiences where you collaborated effectively with others. Highlight your flexibility and willingness to learn from colleagues, especially when it comes to escalating issues to L2 and L3 engineers.
