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Software Support Agent (1st line support)

An exciting opportunity has arisen for a Software Support Agent (1st line support) within BrightOffice.

The Role

Your role as one of our Software Support Agents will be to provide high quality 1st line support for our customers and help us drive our customer success strategy.

Working in a team you will be dealing with our customer queries via telephone and emails using our ticket management system.

You will be expected to offer excellent customer service and support, so good communication skills, the ability to prioritise and a passion for customer service is essential. We are committed to providing a high-quality, professional, and proactive service to our clients and so should you be.

Ensuring that all calls and emails are answered promptly, and that all requests are dealt with appropriately will ensure your success.

Key Responsibilities

  • Handling incoming calls and tickets raised by our customers.
  • Analysing customer issues and queries including fault replication.
  • Ensuring issues are logged with accurate and detailed information.
  • Managing tickets according to our agreed SLAs.
  • Escalating issues to the 2nd line support team where appropriate with full supporting documentation.
  • Keeping customers regularly updated on ticket status including updates from 2nd and 3rd line support.
  • We operate a see it say it fix it approach to service improvement and you will be expected to contribute and speak up when required.

Key skills and personal traits required:

  • Good written and oral communication skills
  • Effective time management
  • Ability to learn new technology and systems
  • Ability to think logically and troubleshoot
  • Relevant experience in a customer support role (Desirable)


  • GCSE Maths - Grade 4 or higher (A* to C)
  • GCSE English - Grade 4 or higher (A* to C)
  • Qualification/Training in Computing or IT

What’s on offer:

  • Competitive basic salary.
  • Company pension scheme.
  • Employee referral scheme
  • Employee rewards scheme
  • Free parking available
  • Employee Assistance Programme
  • Salary: £16,000.00 to £21,000.00 /year

If you feel you have the right skills and experience to join a successful growing company, please send a copy of your CV through to

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