Trainer & Customer Support
- Field: Customer Services
- Deadline: 2026-03-21 02:03
- Bristol
Location: Bristol - Hybrid
Salary: £27,000
Yolk Recruitment is proud to be supporting one of our established and growing software clients in their search for a Trainer - Customer Support to join their friendly and collaborative support team.
Our client is a UK-based software provider with over 20 years' experience delivering high-quality, configurable asset management solutions to customers both nationally and internationally. They are known for their strong customer focus, commitment to quality, and collaborative working culture.
This is a blended role combining front-line customer support with technical training, documentation, and knowledge sharing, ideal for someone who enjoys helping users while developing training materials and delivering sessions.
The Role
Reporting to the Customer Support Manager, you will work alongside experienced members of the support team to assist customers with day-to-day system usage, technical issues, and training needs. Full product training is provided, with a structured probationary period and monthly check-ins to support your development.
Key Responsibilities
Customer Support
Provide front-line support via phone, MS Teams, email, and support portal
Replicate and verify reported issues
Log detailed bug reports including process flows and system behaviour
Liaise with customers and second-line support to resolve issues efficiently
Build in-depth knowledge of the software user interface to provide expert guidance
Manage user access, licences, and support site accounts
Coordinate application updates for hosted customers
Create and update online help materials and support articlesTraining
Produce bespoke client support content
Create and maintain training manuals
Deliver remote training sessions to customers
Contribute to company-wide technical, training, and project documentation
Ensure all work aligns with ISO standards and internal policiesSkills & Experience
Essential
Minimum 1 years' experience in a similar support / training role
Confident IT user
Strong verbal communication and customer-facing skills
Excellent active listening and problem-solving ability
Strong written documentation skills with good spelling and grammar
Ability to learn new systems quicklyDesirable
Experience with SQL databases
Degree in IT, Computer Science, or similar (advantageous)
Familiarity with ISO 9001 / ISO 27001
Support portal experience
IIS / hosted web applications
APSE Train the Trainer qualificationBenefits
Annual pay review and discretionary bonus
Increasing holiday entitlement with length of service
Pension scheme
Following successful probation:
Private medical cover
Group life insurance (4x annual salary)
Group income protection
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