1St Line Support Advisor

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

Benefits offered by this job

Profit share bonus

Investors in People

25 days annual leave

Pension and healthcare

Job summary

Brite Recruitment Ltd is seeking a Software Support Advisor (1st Line) in Dursley to deliver prompt first-line technical support, troubleshoot software issues, and ensure smooth installation and configuration of our software products. The role combines office-based teamwork four days a week with one day remote, and requires a full driving license for office access.

You will handle customer inquiries via phone, email, and remote sessions, escalate complex cases, maintain records, and contribute

Qualifications

• Experience in a technical support role.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication.
• Positive, self-motivated attitude.
• Full driving licence and access to own vehicle.

Responsibilities

• Provide first-line technical support to clients via phone, email, and remote desktop.
• Identify, diagnose and resolve software-related problems.
• Assist with installation and initial configuration of software.
• Stay up-to-date with software updates and share knowledge with clients.
• Escalate complex issues to 2nd line support teams.
• Offer basic training to clients on using the software.
• Maintain records of client interactions and resolutions.
• Assist testing of new software releases and report bugs.

Skills

Technical support

Problem solving

Communication

Attention to detail

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 toplay 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
• 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