Application Support Engineer – Hospitality Software

Posted 13 August 2025

LocationKuala Lumpur

Job type Permanent

Discipline Software Support

ReferenceJ15608

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 office. 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 excited about working for a best-in-class, fast-growing software house, you thrive on solving business-critical problems for customers. Strong analytical and problem-solving skills, combined with a creative mindset, define your approach. Passion for software and its ability to drive organizational innovation motivates you, along with a commitment to delivering best-in-class service. Bringing experience in application support within the hospitality sector across environments such as cafés, kitchens, hotels, or event services, you'll play a key role in supporting our hospitality-focused software solutions, including POS systems and related applications. This involves ensuring smooth operations for customers by diagnosing and resolving application issues with precision, collaborating closely to deliver timely solutions, and applying technical expertise alongside a strong service mindset to create exceptional customer experiences. Day-to-day, you will :

• Provide high-level customer service and product support via chat, telephone, or email.
• Help our customers with questions and allow them to get the most out of our software by resolving their queries in accordance with our Milestones (SLA's).
• Maintain our case management system to a high level of accuracy, ensuring all queries are recorded, solved, or escalated, as appropriate.
• Take initiative and support continuous improvement of our customers experience by proactively identifying case trends, researching potential challenges, and creating solutions.
• Promoting the online Access Customer Success Portal, including helping customers register.
• Writing, editing, and revising Knowledge Base articles.
• Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives. Your skills and experiences might also include :
• 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 to shifting priorities.
• The ability to act as a role model for best practice and actively promote a positive working environment. You deliver value to the business, effectively, efficiently and to a high standard.
• Effective communication skills. You are a confident, clear, and warm communicator 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.
• You remain calm and professional when handling challenging queries.
• Have Enthusiasm in busy periods and ability to work in a team. Working Hours & Shift Arrangement : This role involves a non-standard shift arrangement to support our global customer base across multiple time zones. Candidates must be comfortable with flexible working hours, which may include evening, overnight, and weekend shifts, depending on the assigned product line. Shift patterns may vary across UK,US and KL time zones. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. 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.