Support Technician
General Description:
You will be part of a highly skilled team of support professionals that have a focused approach to delivering exceptional customer service. You will handle every support situation in the same way that you would expect if it were you calling in for assistance, plus a little more. Customer retention is one of the biggest drivers to the success of Access and this success is reliant on your professional approach.
The environment you work in, the applications and technologies you support and the ethos of this fast moving company make an ideal setting for your career.
You will respond to enquiries from our customers received by telephone, email and other media, offering solutions in an efficient and pleasant way whilst maintaining high levels of professionalism and confidentiality. You will undertake more detailed investigations which will require you to work with other members of the team to identify and resolve problems. This may involve the creation of SQL scripts to effect corrections to customer’s data. On occasion, you may be required to visit customer’s offices to deliver services on a face-to-face basis.
The role also includes performing upgrades on behalf of users, proactively contacting customers to review their support requirements and feeding back how improvements can be made to both the software and the performance of the team. You may occasionally be required to assist other departments within Access Accounting Ltd and attend conference events.
Key Objectives:
- Provide resolutions to customer queries as quickly as is possible within the given time frame
- Strive to gain expertise in each of the Access applications, taking the initiative to push your knowledge forward and get involved with new products and projects
- Along with the entire team, you will be required to share information and experience for the common good, with everyone benefiting from the team’s experiences and skills
- Identify revenue opportunities and “flag” these to the relevant department
- Record details of questions and solutions accurately for analyses and knowledge sharing
- • Any other duties as determined appropriate by your Line Manager
Knowledge & Experience:
- A qualification in book keeping or accountancy would be ideal, however experience is also widely acknowledged
- An accomplished user of Microsoft Office
- Very IT literate
- Ideally, some experience or knowledge of payroll systems
- Basic knowledge of relational databases, ODBC linking and building simple queries
- Working in a customer focused environment
- Communicating via the telephone and in writing
- Working as part of a team
- An understanding of how day to day Business Processes work
- Some knowledge of common operating systems (Microsoft OS essential, MAC advantageous)
Key Competencies:
- Excellent Communicator
- Customer Service
- Strong technical and database skills
- Planning & Organising
- Problem Solving
- Process Awareness
- Product Knowledge
- Resilience and Tenacity
- Self development
- Team Work
Please apply to recruit@access-accounts.com
