1St Line Support

Brite Recruitment Ltd; Gloucester; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Annual profit share bonus

Health benefits

Investor in People

25 days annual leave

Pension and healthcare schemes

Working hours Mon-Fri 9-6

5 days work-week

Job summary

Brite Recruitment Ltd in Dursley is seeking a Software Support Advisor (1st Line) to provide prompt first-line technical support to clients, troubleshoot software issues, and assist with installation and configuration.

This role requires driving to the office, a flexible attitude, and the ability to communicate clearly by phone and email. You’ll join a close-knit team with a mix of office and remote work, from 9am to 6pm, Monday to Friday.

Qualifications

• Experience in a technical support role.
• Strong problem-solving abilities.
• Excellent written and verbal communication.
• Self-motivated with a positive attitude.
• Full driving licence with access to a vehicle.

Responsibilities

• Provide first-line technical support to clients by phone, email, and remote sessions.
• Diagnose and resolve software-related problems and configuration issues.
• Assist with installation and initial configuration of software.
• Keep up-to-date with software updates and share knowledge with clients.
• Escalate complex issues to 2nd line support when needed.
• Assist in basic training of clients on product usage.
• Maintain accurate records of interactions and resolutions.
• Support testing of new software releases and report bugs.

Skills

Technical support

Problem-solving

Communication skills

Self-motivated

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

As a Software Support Advisor your key duties will include:

• 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

To be considered for the role of Software Support Advisor, you must have:

• 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