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1st Line Customer Support

Job Posted: 17 days ago

Salary: £ 25,000 - 27,000 / Annum
Job Type: Permanent
Location: Bristol

Expire in: 11 days

Job Description

1st Line Customer Support (Training Focus)
 📍 Bristol (Hybrid - minimum 3 days in the office)
 💰 Up to £27,000 + paid on-call allowance

The Company

This 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 Role

This 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 probationReady 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

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Looking for your next career move? Join a top company hiring 1st Line Customer Support job near me in Bristol! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!