Associate Technical Support Engineer

The Access Group is one of the leading providers of business management software to small and mid-sized organizations in the UK, Ireland, and Asia Pacific. Over the past years, we’ve gone from almost 1,000 to 6,000 people. We help over 60,000 customers across commercial and not-for-profit sectors become more productive and efficient.
Our Global Operations Center in Romania is on a journey of continuous growth and want to engage with top talent around the country. Headquartered in Timisoara, we offer you the possibility to work remote and join our offices at your choice.
Helping everyone at Access Love work and Love life is at the heart of everything we do. It shapes how we do things and allows us to create a place where people want to be and can be at their best.
We’re passionate about our values, which guide how we all make decisions and get things done. We love to make our customers lives easier so our value to ‘Make Access better every day’ is one we’re obsessed with. From attracting the right people, helping them grow and be the best they can be, we’re helping people at Access to love what they do and be happy.

This role :
- will be based in Timisoara or remote (limited to Romania)
- level of English must be advanced ( conversational and written )
- previous customer service experience is desirable
- working pattern : 8 hours shifts covering UK Support Hours ( 10 am - 8 pm )

As a well-rounded Associate Technical Support Engineer your Skills and Experiences likely 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.
• 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.
• You remain calm and professional when handling challenging queries
• Have Enthusiasm in busy periods and ability to work in a team

• 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.

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! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday and a competitive salary, you will get:
• Private Healthcare
• Private Life Insurance
• Christmas Bonus
• Referral Bonus
• Meal Tickets
• Gym membership facilitated by the company