Frontline Tech Support Specialist

Bud; West of England; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Birthday day off

Holiday bonus days

Pension scheme

Life Assurance 4x Salary

Private healthcare

Cycle to work

Employee Assistance Program

Job summary

Bud is hiring a First Line Support Technician to join our growing Customer Support team in Bristol. You will be the first contact for customers, triaging, responding to queries by phone, email and live messaging, and working closely with L2/L3 engineers to resolve issues or escalate when needed.

This hybrid role offers training, showcases your technical curiosity, and helps build knowledge articles. You will maintain tickets in Zendesk, document resolutions, and contribute to a fast, friendly,

Qualifications

• Ability to prioritise workloads effectively in a fast-paced environment.
• ,

Responsibilities

• Provide technical customer service support up to 1st line
• Assist with triaging incidents received within SLAs (Live messaging & Email)
• Answer inbound calls from users
• Updating customers and recording ticket notes in Zendesk
• 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

Skills

Prioritisation

Customer service

Diagnostic and problem-solving

Organization

Independent working

Communication skills

Team player

Technical curiosity

Resilience and empathy

Helpdesk experience (beneficial)

Tools

Zendesk

Job description

Bud is hiring a First Line Support Technician to join our growing Customer Support team in Bristol. You will be the first contact for customers, triaging, responding to queries by phone, email and live messaging, and working closely with L2/L3 engineers to resolve issues or escalate when needed.

This hybrid role offers training, showcases your technical curiosity, and helps build knowledge articles. You will maintain tickets in Zendesk, document resolutions, and contribute to a fast, friendly,