Associate Technical Support Engineer (UK Hours)
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 blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. 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.
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're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.
About you:
This support role emphasizes delivering outstanding service, offering advice, guidance, and troubleshooting to resolve customer issues. You are a self-driven, analytical thinker who excels in both lateral and logical problem-solving. You enjoy exploring issues to uncover their root causes and can effectively communicate these findings in simple terms to various stakeholders.
Day-to-day, you will:
Deliver exceptional customer service and product support through chat, phone, and email, adhering to SLA milestones.
Accurately manage the case management system, recording and resolving or escalating queries as needed.
Proactively enhance customer experience by identifying trends, researching challenges, and creating solutions.
Promote the Customer Success Portal, assist with registrations, and maintain Knowledge Base articles to meet and exceed service standards.
Your skills and experiences might also include:
Adhering to SLA milestones.
Ensuring high customer satisfaction rates.
Delivering quality customer service.
Maintaining case loads.
Skills, knowledge, experience & qualifications:
Developing comprehensive knowledge of the software and quickly grasping technical concepts and new functionalities.
Demonstrating flexibility, pragmatism, and effective self-planning to adapt to shifting priorities.
Acting as a role model, promoting best practices and a positive working environment, while delivering high-value, efficient, and effective business outcomes.
Exhibiting strong communication skills, maintaining a calm and professional demeanour during challenging queries, and working enthusiastically as part of a team.
Working at pace, being goal orientated and having a strong delivery focus.
Experience in a similar customer-facing role.
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.#J-18808-Ljbffr