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Technical Support Analyst (Recruitment)

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Technical Support Analyst (Recruitment)

Posted about 2 years ago

 

Technical Support Analyst - Screening

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.

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.

This role is supporting Access Screening software - a market leading cloud based pre-employment and compliance product that has a well-established and ever expanding client base. Enabling customers to take control and manage their compliance process, Safe Screening is the prerequisite of every employment hire.

 

Due to the nature of the work and data this is a UK based role

 

About you:

  • You are excited about working for a best in class, fast growing Software house and solving business critical problems for our customers.
  • Able to manage multiple tasks simultaneously, and thrive on working in a fast paced, high pressured environment.
  • You have strong analytical and problem-solving skills and are a creative thinker.
  • You are a self-starter with the ability to work on your own initiative
  • You will ideally come from a customer service background, with excellent communication skills. 
  • With good IT and problem solving skills, you will be able to work independently with a keen eye for attention to detail. 
  • You are passionate about software and its potential to move organisations forward through innovation.
  • You also have the desire to help your customers by giving them a celebrity service!

 

Day-to-day, you will:

  • Provide high-level customer service via Web Ticketing systems & Telephone support.
  • Prioritise and manage your time effectively in order to resolve product related queries. 
  • Help our customers with questions and allow them to get the most out of our software by resolving their technical issues so they can focus on what is important for their business.
  • Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and creating solutions.
  • Also proactively identify any risks to service and the consequences to Access. You will drive and escalate mitigation.
  • Ensure that the quality of the support meets The Access standards by delivering against and exceeding your objectives.
  • Be flexible and be available to support customers on shifts between the hours of 0800-1800

 

As a well-rounded Support Analyst , your Skills and Experiences likely include:

  • A good communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
  • Excellent IT skills including experience with Microsoft office products.
  • Ability to work at pace, are goal orientated and have a strong delivery focus.
  • The ability to develop and retain a broad knowledge of our software and its debugging tools.
  • An ability to grasp technical concepts and new product functionality quickly with minimal support.
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
  • 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 work at pace, are goal orientated and have a strong delivery focus.
  • You enjoy having fun at work, whist still striving to be the best at what you do.

 

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.

In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:  

  • A Competitive Salary
  • Giving Back/Charity days
  • Quarterly Socials
  • 6 weeks Sabbaticals (after 6 years of service)
  • The Access Group Big Break: our all-expenses paid holiday to Spain

 

Become part of our amazing Access family!