Technical Support Engineer

theaccessgroup; United States; Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

22 days paid time off

11 company paid holidays

Medical, dental & vision insurance

5% 401(k) company match

Range of other benefits

Job summary

The Access Group is seeking a skilled support professional to join our Customer Experience team. You will provide remote technical support, diagnose issues, and ensure customers get the most from our Paytronix platform.

Ideal candidates have 3–5 years in customer service and technical support, with CRM experience and the ability to explain complex concepts clearly. Hybrid work options available in the United States.

Qualifications

• 3–5 years of Customer Service and Technical Support experience.
• Experience with CRM platforms like Salesforce Service Cloud and collaboration tools.
• Familiarity with POS systems, APIs, and Agile ways of working.
• Experience creating technical documentation and using AI tools such as Copilot, Claude or ChatGPT.

Responsibilities

• Provide remote technical support to customers, diagnosing and resolving issues with a high standard of service.
• Troubleshoot complex problems, manage support cases, and keep customers informed throughout resolution.
• Configure and support the Paytronix platform, guiding customers to maximize value.
• Create and maintain documentation and collaborate with internal teams to improve processes.

Skills

Customer service

Technical support

Strong communication

Tools

Salesforce Service Cloud

Intercom

APIs

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, you'll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from.

• 22 days paid time off
• 11 company paid holidays
• medical, dental & vision insurance
• 5% 401(k) company match
• plus a range of other benefits that you can choose from

About you:

You enjoy solving technical problems and helping customers get the most from the software they use every day. You're a strong communicator who can explain technical concepts in a simple way and build trusted relationships with customers and colleagues alike.

You stay calm under pressure, enjoy investigating complex issues, and take pride in providing a great customer experience. You're comfortable working independently, managing competing priorities, and collaborating with others when a problem needs a wider team approach.

Day-to-day, you will:

• Provide remote technical support to customers, diagnosing and resolving issues while delivering a high standard of service.
• Troubleshoot complex technical problems, manage support cases, and ensure customers are kept informed throughout the resolution process.
• Configure and support the Paytronix platform, providing guidance and helping customers get the most value from their solutions.
• Create and maintain documentation, contribute product feedback, and work with internal teams to continuously improve support processes and customer outcomes.

Your skills and experiences include:

• 3-5 years of Customer Service and Technical Support experience required, preferably in the Hospitality Industry.
• Experience working with customer relationship management (CRM) platforms such as Salesforce Service Cloud or communication tools such as Intercom.
• Experience with point-of-sale (POS) systems, online ordering platforms, application programming interfaces (APIs), or Agile ways of working.
• Experience creating technical documentation, improving processes, or using artificial intelligence tools such as Copilot, Claude, or ChatGPT.

Salary range: $50k-$ 60k

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.

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.

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.