Technical Support Engineer

The Access Group

7d•$55,000 - $65,000•Hybrid

About The Position

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. 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 choose from. 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.

Requirements

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.

Responsibilities

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.