Customer Support Advisor
**The successful candidate 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:
- 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
Your skills and experiences might also include
:
- An ability to grasp technical concepts and new product functionality quickly
- Good 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.
- Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
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.