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Technical Support Engineer

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Technical Support Engineer

Posted about 1 month ago

Technical Support Engineer 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 Health and Social care sector, to Housing, 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 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. Day-to-day, you will: •Help our customers with questions and allow them to get the mostout of our software by resolving their queries in accordance with ourSLAs •Provide high-level customer service via chat, telephone or casemanagement •Promoting our three in house software systems, includinghelping customers register and manage the software, plusoffering support and advice. •Take initiative and support continuous improvement of ourcustomers experience by proactively identifying case trends,researching potential challenges and creating solutions •Proactively identify any risks to service and the consequences toAccess as you will drive and escalate mitigation •Ensure that the quality of the support meets The Access CustomerService standards by delivering against and exceeding yourobjectives Your skills and experiences might also include: •External Software Support experience •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 toshifting priorities •You are a role model for best practice and actively promote it •You deliver value to the business, effectively, efficiently and to ahigh standard •Great customer service experience and be a good communicator; confident, clear and warm with a flexible and constructive approachto customers and to the team alike •You work at pace, are goal orientated and have a strong deliveryfocus •You remain calm and professional when handling challengingqueries •Have Enthusiasm and resilience in busy periods and the ability to work collaboratively with your team •Have the ability to problem solve and pro-actively investigate issues •Good Excel skills with the ability to manipulate data, create pivot tables and do vlookups •Run SQL scripts or have the desire to develop these skills What does Access offer you? On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have a charity day 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 whom 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.