As a First Line Support Technician, you will join a small and growing Customer Support team delivering a world-class, friendly technical support service to our customers. As the first point of contact for support requests, you will triage, respond to and help resolve customer queries via phone, email and messaging, working closely with experienced L2 and L3 engineers to ensure issues are resolved or escalated promptly.
Reporting to the Service Delivery Team Lead, you will be responsible for maintaining accurate support records, managing tickets effectively, and keeping customers informed throughout the resolution process. Your contribution will help build customer trust and confidence through responsive, high-quality support.
As your experience grows, you will become one of Bud’s product experts, supporting customer onboarding, training initiatives, and continuous service improvement activities.
As Bud is a small and growing company, you will need to be adaptable and proactive, balancing flexibility with a strong commitment to quality and customer service. The key outcome of this role is to provide a fast, friendly and effective customer experience, ensuring support requests are accurately triaged, resolved where possible, or escalated appropriately.
Key accountabilities
- Provide technical customer service support up to 1st line
- Assist with triaging incidents received within SLAs (Live messaging & Email)
- 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
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