Technical Support Engineer

Overview

Technical Support Engineer role at

The Access Group . We’re looking for people to join the Access family who share our passion for believing in better and helping 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. What does Access offer you?

We offer a blended approach to office working, encouraging collaboration in our offices. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, benefits include wellbeing days, 25 days of annual leave, a health contribution, and a range of options to suit you. We also allocate three charity days to support causes that matter to you. Join the Access Family and see how we make software ideas become a reality. Our core value is Love Work, Love Life, Be You, and we’re looking for people who share this passion and want to help us grow. We are the number one UK-headquartered software provider and forecast to grow to a global population of over 12,000 employees by 2026. About Access

Access loves software and the idea that technology never stays the same. This obsession drives us to work across sectors to understand customer business needs—from Hospitality and Manufacturing to Not for Profit and Construction. We currently help over 60,000 customers have the freedom to do more. We are committed to creating a welcoming and inclusive environment where everyone can thrive. If you’re excited about this role, you might be the perfect fit for us. We believe in equality for all and the transformative power of diversity. We encourage you to bring your authentic self to work and make a difference together. About you

You are excited about working for a best-in-class, fast-growing software house and solving business-critical problems for customers. You have strong analytical and problem-solving skills, and you’re a creative thinker. You’re passionate about software’s potential to move organizations forward through innovation and you want to help customers by delivering best-in-class service. Day-to-day activities

Resolve cases escalated from Level 1 Provide technical expertise and guidance to Level 1 agents Maintain our case management system to a high level of accuracy, ensuring queries are recorded, solved, or escalated as appropriate Lead root cause analysis for recurring issues and implement solutions Take initiative and support continuous improvement of the customer experience by identifying case trends, researching potential challenges, and creating solutions Support digital deflection initiatives by guiding customers to self-service options Ensure no cases remain unresolved beyond company SLA guidelines Participate in knowledge sharing and continuous improvement initiatives Ensure the quality of support meets The Access Customer Service standards by delivering against and exceeding objectives Your skills and experiences

The ability to develop a broad knowledge of our software An ability to grasp technical concepts and new product functionality quickly Excellent written and verbal communication skills in English Hospitality or customer service experience Ability to work rotating shifts including nights, weekends, and holidays for 24 / 7 coverage Act as a role model for best practice and promote a positive working environment. Deliver value to the business effectively and efficiently Effective communication : confident, clear, and warm with a flexible approach Ability to work at pace, be goal-oriented, and maintain a strong delivery focus Remain calm and professional when handling challenging queries Enthusiasm during busy periods and ability to work in a team Employment details

Seniority level : Not Applicable Employment type : Full-time Job function : Accounting / Auditing and Manufacturing Industries : Technology, Information and Media EEO

We are committed to creating a welcoming and inclusive environment where everyone can thrive. If you’re excited about this role, you might be the perfect fit for us. We wholeheartedly believe in equality for all and the transformative power of diversity.

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