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:
The Technical Support Engineer (TSE) provides expert technical support and problem resolution for customers using the Paytronix platform. This role requires strong technical skills, exceptional communication abilities, and a customer-focused approach to deliver outstanding service experiences.
The TSE quickly assesses and resolves customer issues independently or coordinates with internal teams when escalation is needed. Success requires maintaining high responsiveness, clear communication throughout the resolution process, and leveraging technical expertise to solve complex problems while serving as a trusted advisor to customers.
Day to day, you will:

• Provide remote technical support and troubleshooting assistance to client corporate Marketing and IT staff for restaurant and convenience store technical environments
• Triage, diagnose, and resolve complex technical issues while managing a dynamic queue of support cases with attention to client alignment and satisfaction
• Perform setup and configuration of the Paytronix platform to support customer needs and provide comprehensive technical guidance on all platform aspects
• Maintain detailed case documentation in tracking systems, including customer communications, troubleshooting steps, results, and final resolutions
• Lead advanced troubleshooting of escalated and complex technical issues while ensuring cases are resolved according to documented Service Level Agreements (SLAs)
• Escalate cases appropriately with effective closed-loop communication to all stakeholders, balancing rapid resolution with high-quality service delivery
• Create, draft, and maintain technical documentation, training materials, and customer resource center content to educate users and strengthen platform utilization
• Capture and accurately communicate client enhancement requests to product development teams, contributing to product feedback based on customer interactions
• Develop and improve technical support processes and procedures while staying current with system enhancements, technical updates, and changing protocols
• Identify, communicate, and drive resolution of critical technical issues, proactively implementing opportunities for technical improvements
• Work independently with confidence to ensure timely resolution of customer technical requests while maintaining adaptability in dynamic technical situations
• Ensure quality processes, effective stakeholder engagement, and customer satisfaction across all technical support interactions

Your skills and experiences might also include:

• 3-5 years of Customer Service and Technical Support experience required, preferably in the Hospitality Industry
• Customer facing experience through live phone and email
• Excellent verbal and written communication skills.
• Must be proficient in Microsoft Word, Excel and Outlook and CRM utilization
• Proven ability to learn new, complex technology quickly.
• Passion for working with clients through technical problems.
• Ability to maintain an empathetic and positive attitude when working with customers through challenging problems.
• Ability to establish clear purpose before action.
• Ability to manage multiple cases/conversations concurrently.
• Experience with technical documentation and process improvement
• Willingness to be available for after-hours (possible weekend) technical issue resolutions

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