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Associate Technical Support Engineer

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Associate Technical Support Engineer

Posted 18 days ago

ASSOCIATE TECHNICAL SUPPORT ENGINEER We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more. 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 Your skills and experiences might also 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. • Have Enthusiasm in busy periods and ability to work in a team. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.