Technical Support Associate

The Access Group; Kuala Lumpur; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading software provider in Kuala Lumpur seeks a motivated customer service professional to provide exceptional support. You will resolve customer issues, assist with technical inquiries, and liaise with internal departments ensuring a high standard of service. The role requires at least 3 years' experience in customer service and strong analytical problem-solving skills. Join an innovative team where you can thrive and make a difference while being authentically you.

Benefits

Competitive salary

25 days annual leave

Health contributions

Charity days

Qualifications

• Minimum 3 years' customer service experience.
• Experience in a call-centre/helpdesk environment.
• Strong analytical problem-solving experience.

Responsibilities

• Provide exceptional customer support and resolve issues.
• Liaise with internal departments to ensure service levels.
• Assist with triage of support cases.

Skills

Customer service skills

Analytical problem solving

Strong communication

Attention to detail

Ability to prioritise

Flexibility and pragmatism

Job description

Overview

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 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

Your skills and experiences might also 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 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.