Technical Support Engineer

1 week ago

Sydney, New South Wales, Australia The Access Group Full time

Join the Access Family and see how we make software ideas become a reality Our core value of 'Love work, Love life' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about? At Access we love software and how technology never stays the same.

It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive.

About you:

To be successful in this role, you are a naturally helpful problem solver who works logically to identify the root cause, takes ownership, and works with internal teams to find a solution.

In parallel, you'll manage the clients' needs and expectations through to problem resolution. You'll be managing a busy caseload, ensuring diligent documentation for ongoing future use.

In this role, you'll collaboratively with internal teams, building on and using your product and process knowledge, to ensure our clients' have confidence in our products and our ongoing support.

Our clients and their business needs will always be our priority.

Day-to-day, you will:

  • Deliver a meaningful customer experience by providing clear expectations, quality interactions and efficient use of time.
  • Demonstrate a client first, positive approach.
  • Proactively manage your caseload, with clear prioritisation and regular client updates.
  • Work in close collaboration with the rest of the Customer Support team and the wider product and engineering teams as needed.
  • Ensure SLAs are met and know when to escalate if necessary.
  • Analyse and interpret client requirements, determine the best solution, and resolve the problem in the most effective and easiest way for the client.
  • Accurately record incident details, troubleshooting and test results.
  • Contribute knowledge articles and assist with knowledge sharing across the team.
As a well-rounded Technical Support Engineer, your Skills and Experiences likely include:

  • Ideally, experience within the recruitment or payroll industry and working with FastTrack360 Software would be considered a real benefit.
  • Being able to quickly understand and resolve problems, providing clients with a simple explanation and solution to what may be more complex technical issues.
  • Demonstrate an ability to proactively manage multiple competing priorities in a high-pressure environment and setting clear expectations, both internally and externally.
  • Strong and effective communication skills, both verbal and written, with a keen attention to details.
  • Being known as a real 'people person', who thrives in a diverse and collaborative team, happy to coach and mentor less experienced team members when the opportunity arises. What does Access offer you? We are a growing software company, and we deliver on what we say we do We take the development of our people very seriously We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year (rules apply) and a health contribution, 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 3 charity days that 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 our 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 out 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. Apply Now

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