1St Line Customer Support

1st Line Customer Support (Training Focus)

📍 Bristol (Hybrid - minimum 3 days in the office)

💰 Up to £27,000 + paid on‑call allowance

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.

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.

• 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)

• 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

• 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