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Associate Technical Support Engineer

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Associate Technical Support Engineer

Posted 16 days ago

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love work, Love life’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company driven through adoption of the Access Workspace platform.

Are you ready for the challenge?

What are we all about?

At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive.

About you:

You are a self-motivated, analytical person that can think laterally and logically. You should enjoy delving deeply into problems to understand the core issue, but then be able to present the problem in simple terms to multiple stakeholders.

You are a strong communicator with the ability to provide effective training to make a difference to both our customers and teams. You have a passion for coaching and growing team members.

Day-to-day, you will:

  • Provide customers with exceptional customer support; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues
  • Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
  • Escalate issues and incidents effectively to Support Team Leader as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition
  • Actively promote Access services and software solutions.
  • Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, and participate in product system and functionality testing as required
  • Ensuring the ongoing performance and maintenance of the software and provision of any assistance or advice to other departments
  • Contribute to pre-sales meetings with prospective customers as required
  • Other duties as required from time to time

As a well-rounded Customer Support Consultant – People/Payroll, your Skills and Experiences likely include:

  • Experience providing support for business solutions, in particular HR Software/Solutions
  • HR application /functional understanding
  • Strong attention to detail
  • Ability to prioritise effectively
  • Exceptional customer service ethic
  • Strong analytical problem-solving experience
  • Excellent verbal and written communication skills
  • Results-oriented and highly organised
  • You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
  • You are flexible and pragmatic with an ability to self-plan and respond to shifting priorities with a strong delivery focus.
  • Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.
  • You work at pace, are goal orientated and have a strong delivery focus.

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

Become part of our amazing Access family!

At Access we are all about helping everyone Love Work and Love Life because we believe people can only be at their best when they can be themselves, love what they do and do what they love.

We love the fact that we’re all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it's just more fun. So, no matter what makes you individual, as long as you’re qualified, we can’t wait for your application.