Technical Support Engineer
2 weeks ago
Technical Support Engineer
This role will be based 3 days a week in our Loughborough Office
- 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 (SLAs).
- 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.
- 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.
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