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 articles

Training

• 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 policies

Skills & 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 quickly

Desirable

• 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 qualification

Benefits

• 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