First Line Support Technician

As a 1st Line Support Technician, you will join a small and growing Customer Support team delivering a world-class, friendly technical customer support service. Responsible for triaging and responding to customer support requests, you will be assisted by experienced L2 and L3 engineers with resolving tickets, providing guidance to our clients via phone and email.

As your experience grows you will be expected to become one of Bud's product experts with the ability to support training and other client on-boarding initiatives.

As a small growing company, you will need to be flexible whilst retaining focus on the quality and integrity of delivery.,

• Provide technical customer service support up to 1st line



• Support the on-boarding of clients and content into the platform



• Generation of support and platform knowledge articles



• Assist with triaging incidents and tickets received, logging information in Zendesk



• Assist with resolution, with proactive monitoring of incidents



• Escalation of tickets to colleagues for 2nd / 3rd line support



• Supporting on-boarding activities including the setting up of new clients, training and configuration.
  
  Overall, we value a positive can-do attitude, pride in delivering to promises, excellent communication skills and a desire for self-improvement. As well as your existing skills, we like people with potential to grow with us. People who have the energy, inquisitiveness and desire to learn more, take on more, and progress., Able to prioritise work in a busy environment



• Experience supporting a SaaS product



• Deliver excellent customer service



• Have good diagnostic skills and be able to problem-solve



• Be highly organised with a methodical and proactive approach



• Confident and capable of working effectively, sometimes without supervision



• Have excellent communication and interpersonal skills



• Be a team player who enjoys working with and supporting the rest of the team



• Bright, not necessarily a 'techy' but have an interest in technology


A BPSS clearance is required for all Bud employees and the scope of this role may require an additional Security Clearance.,
• Are you able to attend the office in Bristol at least once a week?


• Are you willing to complete background screening including a DBS check if offered the role?


• Are you willing to work in our Bristol office at least once a week?


Work Location: Hybrid remote in Avon, BS8 1HP

Bud Systems is the exciting and fast-growing name in the apprenticeship sector. Bud's software is a powerful and intuitive apprenticeship management platform, designed to simplify the delivery of apprenticeships and bring the many processes together within a single, intuitive software platform. Since launching to the market Bud has been growing fast, with three of the Top 10 apprenticeship providers partnering with us in the last 12 months. To support our growth we're continuing to build our team of brilliant people.

Located at the top of Park Street by Clifton Triangle, Bud has wonderful shops, cafes, bars and restaurants on its doorstep. We are part of an exciting office space regeneration project alongside a new business incubator, Origin Workspace, with a private gym on our ground floor and a roof-top terrace providing stunning panorama views over Bristol. At Bud we believe in a healthy work-life balance, with a positive and inclusive learning culture based on our values of integrity, trust and commitment. You will be surrounded by innovators and original thinkers, able to thrive and do the best work of your careers, with regular, fun social activities.

This is the perfect time to join a growing, well-funded business with ambitious plans, led by Founders with an impressive track record in the sector., You will be a key member of the Technology team, working at the heart of the group responsible for technology, delivery, and platform operations at Bud.

We are Bud

Established in 2016, Bud is the next generation SaaS platform for the vocational and training / education sector.

At Bud, we're passionate and proud to be engineering a software solution that will enable more and more learners to access consistent, high-quality training to improve lives. Our customers love Bud because it enables them to drive up the quality of their training delivery at scale whilst reducing costs.

As innovators we're constantly looking for new ways to improve training and learner outcomes through software, we're working on a number of exciting new product areas right now.

More and more training providers are switching to Bud. In fact, we've got a larger market share of enterprise level Independent Training Providers than any other platform and we're growing fast.

Working at Bud

We have a strong leadership team and a clear vision which has been translated into a sound business strategy. This means that each department at Bud can ensure their strategic direction is always aligned to the business goals.

We're supportive and collaborative, working together to create a unique culture, where people thrive and build rewarding careers. We share a work ethic that provides the perfect blend of professionalism and accountability with a desire to have fun along the way.

The perks

We work on a hybrid basis, however our office is located in arguably the best space in Bristol, it's called the Origin Workspace and is a community in which young businesses can thrive.

Located in the top left corner of Berkeley Square, Clifton, we have a huge open plan space in this outstanding building which is perfectly located to take advantage of Bristol's best cafes, bars and restaurants on the vibrant Queen's Road and Park Street. With a roof terrace and lounges for socialising and relaxing, and a fully fitted gym with resident personal trainers from Activ8 - we believe in looking after our team.

As Origin members, all Bud staff are invited to Origin events which includes a monthly timetable of fitness and mindfulness classes, plus social events. The Origin pass also provides discounts in some local shops and eateries.


• Hybrid working


• 25 days holiday (plus bank holidays), rising to 29 days (fte)


• Additional day Birthday leave


• Private healthcare


• Company contributory pension scheme


• Personal development fund


• Cycle to work scheme


Further Details

• Contract Type: Full Time, 37.5 hours per week


• Contract Term: Permanent


Job Types: Full-time, Permanent

Pay: £23,500.00 per year

Benefits:

• Additional leave


• Bereavement leave


• Company events


• Company pension


• Cycle to work scheme


• Enhanced maternity leave


• Enhanced paternity leave


• Gym membership


• On-site gym


• Private medical insurance


• Referral programme


• Work from home


Schedule:

• Monday to Friday