About you:

You are excited about working for a best in class, fast growing Software house and solve business-critical problems for our customers.

You have strong analytical and problem solving skills and are a creative thinker.

You are passionate about software and its potential to move organizations forward through innovation. You also have the desire to help your customers by giving them a best in class service!

Day-to-day, you will:

• Provide high-level customer service and product support via chat, telephone or email.
• Help our customers with questions and allow them to get the most out of our software by resolving their queries in accordance with our Milestones (SLA’s)

• Maintain our case management system to a high level of accuracy, ensuring all queries are recorded, solved or escalated, as appropriate
  • Take initiative and support continuous improvement of our customers experience by proactively identifying case trends, researching potential challenges and creating solutions
  • Promoting the online Access Customer Success Portal, including helping customers register
  • Writing, editing, and revising Knowledge Base articles
  • Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.
• Have Enthusiasm in busy periods and ability to work in a team

As a well-rounded Associate Technical Support Engineer your Skills and Experiences likely include:

• The ability to develop a broad knowledge of our software.
• An ability to grasp technical concepts and new product functionality quickly.
• Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
• The ability to act as a role model for best practice and actively promote a positive working environment. You deliver value to the business, effectively, efficiently and to a high standard.
• Good communication skills. You are a confident, clear and warm communicator with a flexible and constructive approach to customers and to the team alike.
• You work at pace, are goal orientated and have a strong delivery focus.
• You remain calm and professional when handling challenging queries