Support and Testing Agent

Posted: 17 March 2025

Our ref: WTJ-4952

Description

The opportunity:
Role: Support & Testing Agent
Location: Hybrid – 3 days a week in our amazing Bristol office
Type: Full Time
Starting date: ASAP
Salary: £30-32k
Term: Permanent

Worktribe is a successful, dynamic, growing, friendly enterprise software company specialising in research and curriculum systems for universities.

We have an exciting opportunity for someone to join our support team. You will provide product support to clients and our implementation consultants, alongside software testing to support our quality assurance.

This role will involve communicating directly with clients to investigate and resolve support queries, configuration of our software to client requirements and ongoing product testing in collaboration with our software developers.

You will receive training and shadow another support agent for a limited period before being expected to handle support requests on your own. You will have the backup of our current support team and the development team.

You’ll need to have technical aptitude and enjoy working in and around IT systems. We’re looking for someone who enjoys problem solving and has an extreme attention to detail. For the right person there is the opportunity to learn and grow within the company.

Responsibilities:
Ensure that all support processes and procedures are adhered to
Ensure support tickets are responded to promptly, appropriately and professionally
Identify the level of support enquiry, and escalate/refer as required
Perform pro-active testing of new product features for updates and upgrades.
Write testing reports and manage internal support tickets
Ensure that support calls are correctly logged on our systems
Provide support with client data import and setup processes
Be able to perform exhaustive and complete troubleshooting before escalation
Participate in team and cross company training and events

Required skills and abilities:
High level of IT literacy
Excellent written communications skills
Keen attention to detail and accuracy
Good timekeeping
Good interpersonal skills

Location and Travel:
The successful candidate will follow a hybrid working pattern, attending our Bristol office 3 days a week.
Requirements may flex with changing business needs and external factors

Company benefits:
Currently supporting a hybrid working environment
Access to our private medical scheme
5% pension contribution
Personal Development Plans (PDPs) with individual learning budgets
Latest tech equipment
Cycle-to-Work Scheme
Team breakfasts & ad hoc social events
Regular staff events, get-togethers and celebrations
Access to Employee Assistance Programme (EAP) to support mental health
Free eye tests
Opportunity to volunteer and take part in fundraising events with our charity partner Frank Water

How to apply

How to apply
Please email your CV for the attention of Sam Green to jobs@worktribe.com (reference: Support & Testing Agent).

Your application should include a covering letter detailing how you are suitable for this role.

Please note that we are only accepting applications from candidates who have the Right to Work in the UK, kindly do not apply if you do not fulfil this criteria.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Note: This job description sets out key elements and responsibilities of the role and is not exhaustive nor constitutes a contract. Duties may be changed to meet changing needs or circumstances.

STRICTLY NO AGENCIES