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Associate Technical Support Engineer

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Associate Technical Support Engineer

Posted 29 days ago

Join the Access Family and see how we make software ideas become a reality! Our core value of ‘Love Work, Love Life, Be You’ 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 and help us continue to grow. We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026. 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 the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more. We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more. About the role: As a member of the Access ERP Division Business Solutions Support team, you’ll be providing both application and customer service support to Attaché Accounts customers. You will also have the opportunity to learn and support other international ERP products such as Access Financials and Expense. About you: You will be someone who cares for our customers and their experience, who will want to help them achieve their goals through helping them through various issues they may encounter with their ERP system. You’ll be someone that takes pride in your work, has an eye for detail, and can think logically and outside the box. You’ll also be a good listener. Day-to-day, you will: • Solve problems/troubleshoot a variety of product-related incidents. • Use your ‘Accounts all rounder’ experience to guide customers in Accounts Payable, Receivable, Inventory Management, General Ledger, and Malaysian/Singapore Taxation/ Legislation/Statutory queries • Use your ‘Payroll all rounder’ experience to guide customers in managing employees, payroll processing, e-leave management, Malaysian/Singapore Labour Law/ Legislation/Statutory queries • Resolve customer issues through a logical examination of the facts • Have the ability to think critically and have the experience to work through accounting issues • Manage workload to ensure incidents are resolved within Service Level Agreements (SLAs). • Provide exceptional levels of customer service & application support. • Aim for first-call resolution for all customer/ product issues & usage of the software. • Support internal teams, partners & customers. • Undergo and/or provide education & user training as required. Your skills and experiences might also include: • You’ll have at least 18 months of experience in providing good customer service in a commercial environment using phone, email, web, and live chat. • Qualifications and/or 2 or more years of work experience in Business or Accounting roles i.e. be able to demonstrate sound Accounting and Payroll knowledge • Have supported similar Accounting software applications eg. MYOB, Xero, Sage, Auto Count, SQL Accounting, Q&E Accounting, QuickBooks, Reckon, or any Malaysia/Singapore SME’s accounting software • Have supported similar Payroll software applications eg., Sage, SQL Payroll, or any Malaysia/Singapore SME’s payroll software • Superb written and verbal communication and influencing skills, with the ability to build and maintain strong relationships with key stakeholders and customers. • A strong team player, with a proven track record in working well within a talented support team. • A Customer-centric approach, demonstrating ownership and accountability. • Familiarity with Salesforce &/or other CRM systems and phone systems. • Excellent attention to detail, with impeccable organization & time management skills • Innovative thinker who is positive, proactive, and readily embraces change. • Previous experience in a similar Business application support role would be an advantage. 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 and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organization that gives back so you’ll also have 3 charity days you can take to support something that matters to you. At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be who we are looking for. We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun! What’s holding you back? Come and be part of our Amazing Access Family! Love Work. Love Life. Be You.