Job Description

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 passion that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit\'s to 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 a self-motivated, analytical person that can think laterally and logically. You should enjoy delving deeply into problems to understand the core issue, but then be able to present the problem in simple terms to multiple stakeholders. You are a strong communicator with the ability to provide effective training to make a difference to both our customers and teams. Day-to-day , you will: Provide customers with exceptional support; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support Assist Associate Technical Engineers with triage of support cases Escalate issues and incidents effectively to Support Team Leader or Support Manager as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition Develop and maintain close working relationships with other key internal stakeholders Utilise KCS Methodology to build customer and team knowledge content Other duties as required from time to time Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions As a well-rounded Technical Support Engineer, your Skills and Experiences likely include: A solid experience of service delivery, ensuring customer needs are identified and the expected outcomes delivered 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. You are flexible and pragmatic with, an ability to self-plan and respond to shifting priorities with a strong delivery focus. Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo. A strong 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. Minimum 3 years\' customer service experience Experience working in a call-centre/helpdesk environment Experience providing support for complex/technical product, solution and/or software products and/or services Strong attention to detail Ability to prioritise effectively Strong analytical problem solving experience What does Access offer you 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. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year (rules apply) and a health contribution 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 3 charity days 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.

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