Application Support Analyst

The Access Group; Burton on the Wolds; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading software provider in the UK is seeking a customer support representative to assist customers in maximizing the use of their software. Responsibilities include resolving queries, providing high-level service via different channels, and creating knowledge base articles. Ideal candidates should have a passion for customer service and experience in the people sector. Join a fast-growing team focused on continuous improvement and excellent customer experience.

Qualifications

• Experience in customer service is beneficial.
• A passion for helping others and resolving issues.
• Ability to write and edit knowledge base articles.

Responsibilities

• Assist customers with questions to maximize software use.
• Provide customer service through various channels.
• Promote Access Customer Success Portal and help customers register.
• Write and revise Knowledge Base articles.
• Identify and escalate service risks proactively.

Skills

High-level customer service

Problem-solving

Communication skills

Job description

At Access we have a great People Solution bringing together Human Resources, Payroll, Learning and Development and Compliance. We are the Leading UK Independent SaaS HR solutions provider in the UK and Ireland, supporting over 14,000 customer organisations. If you have a passion for software and what to really be a people person, this is just the opportunity for you

Every day is different, but you will:
- 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)
- Provide high-level customer service via chat, telephone or email.
- Promote the online Access Customer Success Portal, including helping customers register
- Write, edit, and revise our customer Knowledge Base articles
- Take initiative and support continuous improvement of our customers' experience by proactively identifying case trends, 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.

If you have industry experience or are just keen to help support our customers in the People Sector, then come and join the best in class, fast-growing Software house