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:   
• Experience in external software support with a strong ability to quickly develop a broad understanding of our software and its technical concepts.
• Demonstrate flexibility, pragmatism, and the ability to self-plan while adapting to shifting priorities, ensuring effective and efficient delivery of high-standard results.
• Exemplify best practices, delivering excellent customer service with clear, confident communication, maintaining professionalism under pressure, and working collaboratively with the team.
• Possess strong problem-solving skills, proficiency in Excel (including pivot tables and VLOOKUPs), and either experience with or the desire to develop SQL scripting skills

Day-to-day, you will:  
• Assist customers with inquiries, ensuring they maximize the benefits of our software by resolving their issues according to our SLAs.
• Deliver top-notch customer service via chat, phone, or case management, addressing a wide range of support needs.
• Promote and support our three in-house software systems, including customer registration, management, and offering guidance and advice.
• Enhance customer experience by identifying case trends, researching challenges, and implementing proactive solutions while managing and escalating risks to ensure service quality meets and exceeds standards.

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.  
 
You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you’ll also have one charity day allocated to support a cause that matters to you. There are plenty of other perks. Apply to find out more.