Join Bud's winning team

First Line Support Technician

Established in 2016, we support some of the largest organisations in the skills development and apprenticeship training sector. With over 70,000 users and growing year on year, backed by venture capital, we are on an exciting journey, to expand our client base throughout the UK.

Play a key role...

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 messaging, 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.

The role, in a nutshell you'll be...

• Provide technical customer service support up to 1st line
• Assist with triaging incidents received within SLA’s
• Answering inbound calls from users
• Updating customers and recording ticket notes in Zendesk
• Assist with resolution, replication steps and proactive monitoring of incidents
• Creation of support and platform knowledge articles to support user education
• Escalation of tickets to colleagues for 2nd / 3rd line support

Do you have the Bud DNA, what we're looking for...

• Able to prioritise work in a busy environment
• Deliver excellent, responsive 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 verbal & written communication
• Be a team player with good interpersonal skills
• An interest in, and curiosity in technology
• High levels of resilience and empathy

Why Bud?

• Be part of a dynamic, fast-paced environment where learning and growth are constants.
• Join a team that's helping to reshape the educational landscape.
• Enjoy a role where your contribution directly impacts our success and growth.

What's in it for you?

• Hybrid working
• 25 days holiday (plus bank holidays)
• Additional day Birthday leave.
• +1 day leave for each year length of service up to 4 extra days
• Purchase up to 5 days leave per year
• Enhanced company contributory pension scheme
• 4 x Salary Life Assurance
• Private healthcare
• Subsidised dental care plan
• Eye Care Plan
• Head Office gym, free breakfast and lunch once a month. Office beer fridge!
• Free Nero Coffee once a week, free cinema and film tickets, up to 50% discount on sporting brands plus other offers through the Healthcare (subject to criteria)
• Cycle to work scheme
• Employee welfare scheme
• Company socials
• Enhanced maternity and paternity pay

To apply, email us your CV and covering letter to recruitment@bud.co.uk

A BPSS clearance is required for all Bud employees. The scope of this role may require an additional Security Clearance (SC).