Customer Support Specialist

2 weeks ago

Loughborough, Leicestershire, United Kingdom The Access Group Full time
About The Access Group

The Access Group is a leading provider of business management software to small and mid-sized organisations in the UK, Ireland, USA, and Asia Pacific. We help over 100,000 customers across commercial and non-profit sectors become more productive and efficient.

Job Title: Customer Support Advisor

We're seeking a skilled Customer Support Advisor to join our team. As a key member of our support team, you will be responsible for providing high-level customer service and product support to our customers.

Key Responsibilities:
  • Provide exceptional customer service and product support via chat, telephone, or email.
  • Help customers get the most out of our software by resolving their queries in accordance with our Service Level Agreements (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.
Requirements:
  • An ability to grasp technical concepts and new product functionality quickly.
  • Good communication skills, with a confident, clear, and warm approach to customers and the team.
  • Ability to work at pace, be goal-oriented, and have a strong delivery focus.
  • Flexibility and pragmatism, with the ability to self-plan and respond to shifting priorities.
What We Offer:
  • A flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture.
  • A competitive salary, 25 days' holiday (which increases with length of service), and a matched pension scheme.
  • The opportunity to choose from a range of benefits to suit you.
  • One charity day allocated to support a cause that matters to you.

We're an organisation that values equality for all and the transformative power of diversity. If you're excited about this role and want to be part of a vibrant team where you can love what you do, love how you live, and be authentically you, let's make a difference together.

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