Technical Support

The Access Group; India; Hybrid; INR 400,000 - 640,000; Full time

Job summary

The Access Group is seeking dedicated professionals to join our support teams. You will resolve customer questions across various channels, troubleshoot software issues, and ensure timely solutions within service standards.

You will document cases and proactively improve support processes, helping customers get the most from our software tools. You should demonstrate strong communication, the ability to learn quickly, and a customer-first mindset to deliver exceptional experiences across diverse

Qualifications

• Experience in customer-facing roles with technical problem-solving
• Strong communication and written skills for varied audiences
• Ability to diagnose issues and explain solutions clearly

Responsibilities

• Resolve customer queries through multiple channels within SLAs
• Troubleshoot software issues and implement solutions
• Escalate complex problems when needed and maintain clear communication
• Maintain accurate case records in the case management system
• Identify process improvements from patterns in queries and share insights

Skills

Customer service

Communication skills

Problem solving

Time management

Learning agility

Technical knowledge

Tools

AI tools

Case management system

Job description

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

Day-to-day, you will:

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.
• Identify opportunities to improve support processes and documentation by recognising patterns in customer queries and sharing insights with the team.

Your skills and experiences might also include:

• Understanding of technical support processes and customer service principles
• Basic understanding of software applications and how they function, with demonstrated capability to learn new software products and technical concepts quickly
• Awareness of Access customer service standards and service level agreements
• Problem-solving skills - able to diagnose technical issues systematically
• Effective communication skills to explain technical concepts clearly to customers with varying levels of technical knowledge
• Demonstrated capability to work independently on routine queries while seeking guidance on complex issues
• Time management skills to prioritise workload and meet service level agreements
• Customer service skills with professional telephone manner and written communication
• Attention to detail when documenting customer interactions and technical solutions
• Demonstrated experience in customer-facing roles requiring technical problem-solving
• Familiarity with AI tools for productivity to enhance efficiency in documentation and research

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.

Love Work. Love Life. Be You.