Technical Support

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Skills you'll use

What you'll do

• Technical Problem Resolution & Expertise
• Resolve customer queries efficiently through multiple channels in accordance with service level agreements.
• Investigate and troubleshoot software issues systematically, implementing appropriate solutions.
• Escalate complex technical problems appropriately when issues exceed the scope of time or authority, ensuring customers receive timely resolution while maintaining clear communication.
• Customer Experience & Service Excellence
• Deliver customer support that consistently meets Access Customer Service standards, ensuring quality and professionalism in every interaction.
• Take ownership of customer problems, building positive relationships through responsive communication and proactive follow-up.
• Maintain timely responses to customer queries, providing regular updates within contractual service level agreements.
• Case Management & Continuous Improvement
• Maintain accurate case records in the case management system, ensuring all customer interactions are appropriately documented and tracked.

Who can apply

• Deliver customer support that consistently meets Access Customer Service standards, ensuring quality and professionalism in every interaction.
• Take ownership of customer problems, building positive relationships through responsive communication and proactive follow-up.
• Maintain timely responses to customer queries, providing regular updates within contractual service level agreements.
• Case Management & Continuous Improvement
• Maintain accurate case records in the case management system, ensuring all customer interactions are appropriately documented and tracked.
• Identify opportunities to improve support processes and documentation by recognising patterns in customer queries and sharing insights with the team.

About The Access Group

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