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.

Your skills and experiences might also include:
•External Software Support experience•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 toshifting priorities•You are a role model for best practice and actively promote it•You deliver value to the business, effectively, efficiently and to ahigh standard•Great customer service experience and be a good communicator; confident, clear and warm with a flexible and constructive approachto customers and to the team alike•You work at pace, are goal orientated and have a strong deliveryfocus•You remain calm and professional when handling challengingqueries•Have Enthusiasm and resilience in busy periods and the ability to work collaboratively with your team•Have the ability to problem solve and pro-actively investigate issues•Good Excel skills with the ability to manipulate data, create pivot tables and do vlookups•Run SQL scripts or have the desire to develop these skills

Day-to-day, you will:
•Help our customers with questions and allow them to get the mostout of our software by resolving their queries in accordance with ourSLAs
•Provide high-level customer service via chat, telephone or casemanagement
•Promoting our three in house software systems, includinghelping customers register and manage the software, plusoffering support and advice.
•Take initiative and support continuous improvement of ourcustomers experience by proactively identifying case trends,researching potential challenges and creating solutions
•Proactively identify any risks to service and the consequences toAccess as you will drive and escalate mitigation
•Ensure that the quality of the support meets The Access CustomerService standards by delivering against and exceeding yourobjectives

What does Access offer you?
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 pride ourselves
on being an organisation that gives back so you’ll also have a charity day you can take to support something that matters to you. At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when
they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for. We love the fact that we’re all different. We believe by having
more diverse perspectives at work improves how we run our
business, helps us to better support our customers, and when you
think about it, it’s just more fun!
What’s holding you back? Come and be part of our Amazing Access Family! Love Work. Love Life. Be You.