1st Line Support

Brite Recruitment Ltd; Dursley; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Profit share bonus

Health benefits

Investor in People commitment

25 days holiday

Pension & healthcare

Job summary

Brite Recruitment Ltd is seeking a Software Support Advisor (1st Line) in Dursley to provide prompt, first-line technical support to clients and troubleshoot software issues. You will work four days in the office and one day from home, and you must have access to a vehicle due to office location.

Responsibilities include handling queries by phone, email, and remote sessions, guiding installation and configuration, logging issues, and escalating complex cases to second-line teams.

Qualifications

• Previous experience in a technical support role.
• Excellent problem-solving and analytical skills.
• Clear written and verbal communication.
• Self-motivated with a positive attitude.
• Ability to work under pressure while maintaining quality and accuracy.
• A full driving licence and access to a vehicle.

Responsibilities

• Providing prompt and effective first-line technical support to clients via phone, email, and remote desktop sessions.
• Identifying, diagnosing, and resolving software-related problems and technical issues.
• Assisting clients with the installation and initial configuration of software products.
• Keeping up-to-date with the latest software updates and features, sharing knowledge with clients.
• Escalating complex issues to the 2nd Line Support teams.
• Offering basic training to clients on using the software effectively.
• Maintaining accurate records of client interactions, technical issues, and resolutions.
• Assisting in testing new software releases and updates to identify and report bugs.

Skills

Technical support experience

Problem solving

Communication skills

Attention to detail

Full driving licence

Job description

Software Support Advisor (1st Line)

Dursley

£28,000 + bonus + benefits

A provider of software solutions, is looking for a Software Support Advisor to play a crucial role in providing first-line technical support to clients, troubleshooting software-related problems, and ensuring seamless installation and configuration of software products.

You’ll be joining a close-knit team, working 4 days in the office with 1 day per week from home. Access to your own transport is required due to the location of the office!

BENEFITS

• Annual profit share bonus
• Health benefits
• As an Investor in People, our client commits to improve and progress their employees.
• 25 days annual leave (plus bank holidays)
• Good pension and healthcare schemes
• Predominantly working Mon-Fri 9am-6pm

RESPONSIBILITIES

• Providing prompt and effective first-line technical support to clients via phone, email, and remote desktop sessions
• Identifying, diagnosing, and resolving software-related problems and technical issues
• Assisting clients with the installation and initial configuration of software products
• Keeping up-to-date with the latest software updates and features, sharing knowledge with clients
• Escalating complex issues to the 2nd Line Support teams
• Offering basic training to clients on using the software effectively
• Maintaining accurate records of client interactions, technical issues, and resolutions
• Assisting in testing new software releases and updates to identify and report bugs

REQUIRED SKILLS & EXPERIENCE

• Previous experience within a Technical Support role
• Excellent problem-solving and analytical skills
• The ability to communicate effectively, both written and verbal
• Self-motivated with a positive attitude
• Able to work under pressure whilst maintaining quality and attention to detail
• A full driving licence and access to own vehicle