Frontline Tech Support Specialist | Fast, Friendly Help

Bud; West of England; On-site; GBP 22,000 - 28,000; Full time

Job summary

Bud is seeking a First Line Support Technician in the United Kingdom to join a small, growing Customer Support team. You will be the first point of contact for technical queries, triage issues, respond via phone, email and messaging, and work with L2/L3 engineers to resolve or escalate.

As the role grows, you will become a product expert, supporting onboarding, training initiatives, and continuous service improvements.

Qualifications

• Experience in delivering customer service or technical support.
• Ability to triage and resolve issues or escalate to second/third line.
• Exposure to ticketing systems and recording clear notes for customers.

Responsibilities

• Provide 1st line technical customer service support.
• Triaging incidents within SLAs via live messaging and email.
• Answer inbound calls and update customers with ticket notes in Zendesk.
• Assist with resolution steps and proactive monitoring of incidents.
• Create knowledge articles to support user education.

Skills

Customer service

Technical support

Communication

Live chat

Phone support

Tools

Zendesk

Job description

Bud is seeking a First Line Support Technician in the United Kingdom to join a small, growing Customer Support team. You will be the first point of contact for technical queries, triage issues, respond via phone, email and messaging, and work with L2/L3 engineers to resolve or escalate.

As the role grows, you will become a product expert, supporting onboarding, training initiatives, and continuous service improvements.