1st 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…  
Bud is looking for a 1st Line Support Technician to join our fun, fast-paced Customer Support Team! 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. 

The role in a nutshell, you’ll be…

• Providing technical customer service support up to 1st line.
• Creating support and platform knowledge articles.
• Assisting with triaging incidents and tickets received, logging information in Zendesk.
• Assisting with resolution, with proactive monitoring of incidents.
• Escalating tickets to colleagues for 2nd / 3rd line support. 

Do you have the Bud DNA? What we’re looking for…

• Ability to prioritise work in a busy environment.
• Excellent customer service delivery.
• Diagnostic and problem-solving skills.
• Be highly organised with a methodical and proactive approach.
• Be confident and capable of working effectively, sometimes without supervision.
• Have excellent communication and interpersonal skills.
• Be a team player. 
• Have an interest in technology. 

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. 

Our values 
At Bud, we strive to build a culture rooted in our core values. Accountability is key, with each team member taking ownership of their contributions, fostering trust and dependability across the organisation. We promote collaborative teamwork through open communication and mutual support, ensuring that ideas are shared freely, and everyone’s voice is heard and valued. 

Our commitment to excellence means we consistently push for continuous improvement, setting and achieving high standards, and celebrating our successes along the way. Passion fuels our efforts, driving us to pursue our goals with dedication, energy, and enthusiasm. We also embrace an entrepreneurial mindset, cultivating a culture of innovation where new ideas are welcomed, and calculated risks are taken to achieve growth. 

What’s in it for you?

• Hybrid working.   
• 25 days holiday (plus bank holidays), rising to 29 days (FTE).   
• Additional day Birthday leave.   
• Private healthcare. 
• Contributory dental plan  
• Company contributory pension scheme.   
• Cycle to work scheme.