Technical Support Engineer

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The Access Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

The Access Group is a provider of cloud-based, industry-focused business management software and services. It offers modular SaaS solutions — including finance and accounting, HR and payroll, learning and compliance, CRM, ERP, payments and managed IT — tailored to sectors such as charities, education, construction, healthcare, hospitality, recruitment, warehousing and wholesale. The company serves other organisations with integrated, enterprise-grade tools, supported by professional services, customer success and global operations to help customers streamline operations and meet regulatory and sector-specific needs.

📋 Description

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

🎯 Requirements

• 3–5 years of Customer Service and Technical Support experience required, preferably in the Hospitality Industry. • Experience 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. • Strong communication skills and ability to explain technical concepts simply. • Ability to investigate complex issues and remain calm under pressure. • Ability to work independently, manage competing priorities, and collaborate with wider teams.

🏖️ Benefits

• 22 days paid time off • 11 company paid holidays • Medical insurance • Dental insurance • Vision insurance • 5% 401(k) company match • Range of other benefits that you can choose from • Employee development and career progression opportunities • Success plan and opportunities to accelerate your career