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May

Technical Support Specialist

The Access Group - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

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 achieve 2 million users 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 35,000 organisations rely on Access software to help their organisation thrive.

The Role

  • Help our customers with questions and allow them to get the most out of our software by resolving their problems so they can focus on what is really important for their business. 
  • Provide high-level customer service via telephone and email.
  • Take initiative and support continuous improvement of our customers experience by proactively identifying and researching potential challenges and creating solutions. 
  • Also proactively identify any risks to service and the consequences to Access. You will drive and escalate mitigation. 
  • Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.

Core Competencies 

  • You will take initiative and support continuous improvement of our customers’ experience.
  • An ability to grasp technical concepts and new product functionality quickly. 
  • Good communication skills. You are a confident, clear, and warm communicator with a flexible and constructive approach to customers and to the team alike.
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
  • Appropriate approach for differing mediums (e.g., Live Chat is less formal) 
  • Ideally experience of any other specified technology needed for the specific Access product you will work with
  • Sector specific experience (where applicable) 
  • Experience of any other specified technology/domain skills needed for the specific Access product(s) you will be working with 
  • Troubleshooting and analysis 
  • Familiarity with relational databases and a Support background
  • Experience with Microsoft 
  • An interest in or studying towards a Computing qualification.
  • Excellent Customer Service skills
  • A strong ability to solve problems and think laterally.
  • Willing to take initiative to learn about new products.
  • Triage experience with Software systems
  • Ability to embrace a culture of continuous improvement and team spirit.

Key Responsibilities 

  • The ability to develop a broad knowledge of our software and its debugging tools. 
  • An ability to grasp technical concepts and new product functionality quickly. 
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities. 
  • 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. 
  • A good 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. 
  • Properly escalate unresolved issues to appropriate internal teams (e.g., Development) 
  • Assist less experienced team members in writing Knowledgebase (KB) articles on resolutions to be shared with the customers and internal stakeholders in line with KCS methodology. 
  • Identify Customer Success Webinar content to assist with driving deflection targets.

Become part of our amazing Access family!

At Access we're all about helping everyone Love Work and Love Life because we believe people can only be at their best when they can be themselves, love what they do and do what they love.

We love the fact that we’re all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it's just more fun. So, no matter what makes you individual, as long as you’re qualified, we can’t wait for your application.

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