Technical Support Engineer

• Support Engineers

Day-to-day, you will: •Help our customers with questions and allow them to get the mostout of our software by resolving their queries in accordance with ourSLAs •Provide high-level customer service via chat, telephone or casemanagement •Promoting our three in house software systems, includinghelping customers register and manage the software, plusoffering support and advice. •Take initiative and support continuous improvement of ourcustomers experience by proactively identifying case trends,researching potential challenges and creating solutions •Proactively identify any risks to service and the consequences toAccess as you will drive and escalate mitigation •Ensure that the quality of the support meets The Access CustomerService standards by delivering against and exceeding yourobjectives 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 self-plan and respond toshifting priorities •You are a role model for best practice and actively promote it •You deliver value to the business, effectively, efficiently and to ahigh standard •Great customer service experience and be a good communicator; confident, clear and warm with a flexible and constructive approachto customers and to the team alike •You work at pace, are goal orientated and have a strong deliveryfocus •You remain calm and professional when handling challengingqueries •Have Enthusiasm and resilience in busy periods and the ability to work collaboratively with your team •Have the ability to problem solve and pro-actively investigate issues •Good Excel skills with the ability to manipulate data, create pivot tables and do vlookups •Run SQL scripts or have the desire to develop these skills 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.