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Technical Support Engineer

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Technical Support Engineer

Posted 29 days ago

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.  

We are currently looking for a 2nd line Software Support Engineer looking to further develop in their career, in a best in class, fast growing Software house and solve business-critical problems for our customers. This role will be supporting our customers using our suite of warehouse management software. Experience in this sector or supporting with bespoke software is essential.

Day-to-day, you will: 

  • 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) 

  • Provide high-level customer service via chat, telephone or email. 

  • Promoting the online Access Customer Success Portal, including helping customers register  

  • Writing, editing, and revising Knowledge Base articles 

  • Take initiative and support continuous improvement of our customers experience by proactively identifying case trends, 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 Customer Service standards by delivering against and exceeding your objectives. 

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

  • Previous experience within a 2nd line external software support role

  • The ability to develop a broad knowledge of our software and its debugging tools. 

  • Experience using JIRA or similar to raise request with development. 

  • An ability to grasp technical concepts and new product functionality quickly. 

  • Proficiency in using excel and word. 

  • 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. 

  • A good communicator, confident, clear and warm 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 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