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    Technical Support Engineer - Malaysia, Kuala Lumpur - The Access Group

    The Access Group
    The Access Group Malaysia, Kuala Lumpur

    4 days ago

    Default job background
    Full time
    Description

    Join the Access Family and see how we make software ideas become a reality

    Our core value of 'Love Work, Love Life, Be You' 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 UK 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 passion that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit's to Construction, and many more.

    We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

    About you:

    You are excited about working for a best in class, fast growing Software house and solve business-critical problems for our customers. You have strong analytical and problem solving skills and are a creative thinker. You are passionate about software and its potential to move organizations forward through innovation. You also have the desire to help your customers by giving them a best in class service

    Day-to-day, you will:

    • 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 (SLA's)
    • 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
    • Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.
    • Proactively identify any risks to service and the consequences to Access. You will drive and escalate mitigation.
    • This is supporting the UK and working shifts including night shifts and weekends

    Your skills and experiences might also include:

    • Customer support experience; experience handling requests/queries via phone, email, and web.
    • Preferably 2 to 3 years of industry experience.
    • Strong background and familiarity with order and warehouse management systems.
    • Strong written & verbal communication and influencing skills, with the ability to build & maintain strong relationships with key stakeholders and customers. Can handle difficult customers effectively.
    • An effective team player, able to work well within a team and autonomously.
    • A Customer-centric approach, demonstrating ownership and accountability.
    • Excellent attention to detail, with impeccable organisation & time management skills
    • Innovative thinker who is positive, proactive, and readily embraces change.
    • Curious and can gather information efficiently.
    • Previous experience in a similar technical support role would be an advantage.
    • Spanish Speaking is a bonus

    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 and 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 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 your past 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 our 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.

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