Technical Support Engineer
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
- 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 most out of our software by resolving their queries in accordance with our SLAs• Provide
- level customer service via chat, telephone or case management• Promoting our three in house software systems, including helping customers register and manage the software, plus offering support and advice. • Take initiative and support continuous improvement of our customers experience by proactively identifying case trends, researching potential challenges and creating solutions• Proactively identify any risks to service and the consequences to Access as 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 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
- 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• Great customer service experience and be 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 and resilience in busy periods and the ability to work collaboratively with your team• Have the ability to problem solve and
- actively investigate issues• Good Excel skills with the ability to manipulate data, create pivot tables and do vlookups We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. 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.
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