Trainer & Customer Support

Description

Trainer - Customer Support

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 xjnqpsq 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

Ad ID: 5417739214