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Technical Support Engineer

The Access Group

The Access Group

IT, Customer Service
Kuala Lumpur, Malaysia
Posted on Tuesday, October 24, 2023

Technical Support Engineer

Posted 2 days ago

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, to help us become a UK top 10 Software company driven through adoption of the Access Workspace platform.


Are you ready for the challenge?


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:


You are a self-motivated, analytical person that can think laterally and logically. You should enjoy delving deeply into problems to understand the core issue, but then be able to present the problem in simple terms to multiple stakeholders.

You are a strong communicator with the ability to provide effective training to make a difference to both our customers and teams. 

Day-to-day, you will:

• Provide customers with exceptional support; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding  issues
• Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
• Assist Associate Technical Engineers with triage of support cases
• Escalate issues and incidents effectively to Support Team Leader or Support Manager as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition 
• Develop and maintain close working relationships with other key internal stakeholders
• Utilise KCS Methodology to build customer and team knowledge content

• Other duties as required from time to time Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and devising solutions


As a well-rounded Technical Support Engineer, your Skills and Experiences likely include: 


• A solid experience of service delivery, ensuring customer needs are identified and the expected outcomes delivered
• You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
• You are flexible and pragmatic with, an ability to self-plan and respond to shifting priorities with a strong delivery focus.
• Ability to grasp new contexts, think beyond traditional solutions and challenge the status quo.
• A strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
• You work at pace, are goal orientated and have a strong delivery focus.
• Minimum 3 years' customer service experience
• Experience working in a call-centre/helpdesk environment
• Experience providing support for complex/technical product, solution and/or software products and/or services
• Strong attention to detail
• Ability to prioritise effectively

• Strong analytical problem solving experience

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.


In addition to our standard benefits of 25 days holiday you will get:

• A Competitive Salary
• Giving Back/Charity days

• Quarterly Socials


Become part of our amazing Access family!