Technical Support Engineer

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 blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. 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.

About you:  

As an Associate Technical Support Engineer, you're enthusiastic about joining a leading, rapidly growing software company and helping customers get the most from their Access products. You're the first point of contact for our clients, using your communication and problem-solving skills to triage, troubleshoot, and deliver a great customer experience.

You're curious, adaptable, and confident in learning new systems across a wide range of Access products. You take pride in gathering the right information, providing clear updates, and ensuring every customer feels supported and informed - whether you resolve their issue directly or escalate it for further investigation.

Day-to-day, you will:

• Deliver exceptional customer service and technical support via phone and case management systems, ensuring SLA and KPI targets are met while providing a positive experience for every customer.

• Troubleshoot and resolve issues efficiently using standard tools and processes, gathering the right information and guiding customers through effective solutions.

• Proactively improve customer experience by identifying recurring challenges, researching trends, and contributing to Knowledge Base content and the Customer Success Portal.

• Collaborate closely with 2nd Line Engineers and internal teams to ensure smooth case handovers, consistent communication, and continuous service improvement.

Your skills and experiences may also: 

• Highlight your capability to quickly learn new software and understand technical concepts and functionalities
• Demonstrate your flexibility, practical approach, and effective self-management in response to shifting priorities
• Serve as an example by promoting best practices and fostering a positive working environment, while delivering high-value, efficient, and effective business outcomes
• Demonstrate strong communication skills, maintaining professionalism and composure during challenging situations, and collaborating enthusiastically as part of a team

What are we all about? 

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. 

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.