Job Description
Technical Customer Support Advisor
'*This role will be based 3 days a week in our Loughborough Office**
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 flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. 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 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're an organisation that likes to give back, so you'll also have one charity day allocated to support a cause that matters to you.
About you:
As a Technical Support Engineer you will be accountable for working with a case load of customers. You will get a buzz from helping people, be customer centric whilst having strong analytical and problem solving skills, being passionate about how our software can make our customers businesses better, through solving business critical problems. You will have a technical background, be a creative thinker and be solution focused.
Day-to-day, you will:
• Help our customers with technical questions and allow them to get the most out of our payment software by resolving their queries in accordance with our Milestones (SLA's)
• Develop scripts to provide new service offerings, assist with internal business process improvement and produce detailed reporting and analysis for business intelligence and a wide range of bespoke projects.
• Proactively identify any risks to service and the consequences to Access. You will drive and escalate mitigation.
Your skills and experiences might also include:
• 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 work at pace, are goal orientated and have a strong delivery focus
• A good communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
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