1st Line Customer Support

Job description

1st Line Customer Support (Training Focus) Bristol (Hybrid - minimum 3 days in the office) Up to £27,000 + paid on-call allowanceThe CompanyThis role sits within a well-established UK software business that has been developing and supporting specialist software products for over 20 years. The company works with a wide range of organisations across the public and regulated sectors, providing configurable software solutions.They are a growing, close-knit team with a strong focus on customer experience, collaboration and continuous improvement. The environment is structured but supportive, with clear processes, strong documentation standards and real investment in developing people.The RoleThis is a blended 1st Line Customer Support position combining front-line application support with customer training and documentation. You will support customers day-to-day while also helping them get the most value from the software through clear guidance, training materials and user education.You will join an experienced support team and go through a structured onboarding process, including regular check-ins during probation. Product knowledge is taught, so the focus is on attitude, communication skills and a solid grounding in software support.What You'll Do:

• Provide 1st line application support via phone, MS Teams, email and a support portal
• Investigate, reproduce and clearly document software issues for escalation
• Work closely with second line support and development teams
• Create and maintain user guides, manuals, FAQs and training materials
• Deliver customer training sessions, both remote and occasional onsite
• Manage user access, licences and support portal accounts
• Contribute to knowledge base content used for customer self-service and AI search
• Follow ISO-aligned processes and internal support standards
• Participate in a paid on-call rota (minimum two slots per week)

What You'll Bring:

• 1-2 years' experience in IT, software or application support
• Strong verbal and written communication skills
• Confidence explaining technical issues to non-technical users
• Good documentation skills and attention to detail
• An interest in training, presenting or customer education
• Comfortable working in an office-led, collaborative team
• Eligibility to work in the UK and an A Level in a STEM subject

Why You Should Apply:

• Not a call-centre role. You'll have ownership, variety and customer interaction
• Exposure to training delivery alongside technical support
• Structured onboarding and support to build product knowledge
• Hybrid working with a stable, long-term employer
• Clear progression into senior support, training or specialist roles
• Competitive benefits including private healthcare after probation

Ready to Apply? Contact Lewis Allen to find out more. Please apply with a CV and a cover letter outlining why you're perfect for the role. Know someone great for the job? We offer a referral scheme-just get in touch! Note: We do our best to respond to every application, but due to volume, we can't always guarantee it. If you haven't heard back within 7 days, unfortunately, you haven't been successful this time. Keep an eye on our site for new opportunities!

Extra information

Status

Open

Education Level

Secondary School

Location

Bristol

Type of Contract

Full-time jobs

Salary indication

Between £25,000 and £27,000 Per Month

Published at

08-05-2026

Profession type

ICT

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English