Associate Technical Support Engineer

The Access Group; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading software provider in Kuala Lumpur is seeking a Customer Support Agent to provide exceptional service. You will assist customers with inquiries, maintain case accuracy, and promote resources to enhance user experience. Ideal candidates will possess strong analytical skills, effective communication, and the ability to adapt to flexible working hours. Join our vibrant team and be part of a company that values diversity and inclusion.

Benefits

Competitive salary

25 days leave

Health contribution

Charity days

Qualifications

• Ability to develop knowledge of software.
• Ability to grasp technical concepts quickly.
• Self-planning and adaptability to shifting priorities.

Responsibilities

• Provide high-level customer service via chat, phone, or email.
• Help customers resolve queries in accordance with SLAs.
• Maintain accuracy in case management system.
• Promote the Access Customer Success Portal.
• Ensure support quality exceeds service standards.

Skills

Customer service

Analytical skills

Problem-solving

Effective communication

Flexibility

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.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

About you

You are excited about working for a best in class, fast growing Software house and solve business-critical problems for our customers. You have strong analytical and problem-solving skills and are a creative thinker. You are passionate about software and its potential to move organizations forward through innovation. You also have the desire to help your customers by giving them a best-in-class service.

Day-to-day, you will:

• Provide high-level customer service and product support via chat, telephone, or email.
• 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).
• Maintain our case management system to a high level of accuracy, ensuring all queries are recorded, solved, or escalated, as appropriate.
• Take initiative and support continuous improvement of our customers experience by proactively identifying case trends, researching potential challenges, and creating solutions.
• Promoting the online Access Customer Success Portal, including helping customers register.
• Writing, editing, and revising Knowledge Base articles.
• Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.

Your skills and experiences might also include:

• The ability to develop a broad knowledge of our software.
• An ability to grasp technical concepts and new product functionality quickly.
• Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
• The ability to act as a role model for best practice and actively promote a positive working environment. You deliver value to the business, effectively, efficiently and to a high standard.
• Effective communication skills. You are a confident, clear, and warm communicator 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.
• You remain calm and professional when handling challenging queries.
• Have Enthusiasm in busy periods and ability to work in a team.

Working Hours & Shift Arrangement

This role involves a non-standard shift arrangement to support our global customer base across multiple time zones. Candidates must be comfortable with flexible working hours, which may include evening, overnight, and weekend shifts, depending on the assigned product line. Shift patterns may vary across UK and KL time zones.

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. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

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.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.