Job Description

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:
You are an experienced problem solver who is results orientated and passionate about technology. You are vibrant, enthusiastic and articulate with an open and collaborative communication style. Your approach to your work will be pragmatic and focused on continuous learning/improvement. You will be flexible and adapt to change easily while never losing sight of our commitment to quality. You will be able to take on multiple issue lists and customer escalations and will hold yourself accountable for the customer experience. You will demonstrate daily the Access Core Values which include curiosity, resilience, caring, flexibility, accountability and commercial.
Day-to-day, you will:

• Provision of expert product and service support
• Work to resolve technology issues that require deeper knowledge - troubleshoot case and in-depth technical support
• On trend analysis to identify trends for trends for proactive and preventative actions
• Key point of contact for engagement with Customer Success Managers
• Deal with and manage major problem including any priority 1 and any long-term investigations
• Mentoring and conduction case reviews with IC2, completing knowledge sharing exercises including training IC1 and IC2 employees and cross-training peers
• Evangelise KCS methodology with both customers and colleagues, creating, enhancing and auditing knowledge articles and adoption of process.
• Accountable for Root Cause Analysis
• Manage case escalations
• Work closely with product teams on bug prioritisation, enhancements and functionality changes.
• Manage KPIs, Performance Achievement across the teams

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

• Strong demonstrable experience of any other specified technology/domain skills needed for the specific Access product(s) you will be working with
• Ability to read stored procedures
• Proven track record of delivering projects to deadlines
• Experience of acting as technical mentor to less experienced Support team members
• Experience of creating customer facing documentation
• Excellent customer engagement/management skills
• Ability to quickly learn new applications & technologies
• Previous experience in Application Support within similar industry
• Computer Science qualification desirable
• ITIL qualification desirable
• SQL Server experience
• Experience with Salesforce, Natterbox and Jira
• Strong experience of KCS or similar knowledge management methodologies

What are we all about?
The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.
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.

Skills Required