Technical Support Engineer

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 standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, 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 one charity day allocated to support a cause that matters to you.

About you:

As a Technical Support Engineer you will be accountable for working with a case load of customers. You will get a buzz from helping people, be customer centric whilst having strong analytical and problem solving skills, being passionate about how our software can make our customers businesses better, through solving business critical problems. You will have a technical background, be a creative thinker and be solution focused.

Day to day you will:

• Support and guide Irish and UK-based customers, helping them maximize their experience with payroll software across multiple products."
• Deliver top-tier customer service via web tickets, chat, and phone, solving queries in line with Milestones (SLA’s) to ensure fast, effective resolutions.
• Record and manage cases meticulously, escalating when needed, while ensuring accurate tracking of each query and solution.
• Proactively improve the customer experience, identifying trends and challenges to create innovative solutions and enhance service quality.
• Collaborate with teams and promote resources like the Access Customer Success Portal, ensuring high-quality service while driving continuous improvements.

Your skills and experience will likely include;

• Essential Irish payroll experience (IPASS qualification preferred; UK payroll or CIPP certification an advantage) with a strong understanding of payroll systems and processes.
• Tech-savvy and quick to learn, with the ability to dive into new software and debug tools, grasping technical concepts and product features fast.
• Solid SQL knowledge, including scripting and database structures, allowing you to troubleshoot and optimize efficiently.
• Proactive and adaptable, able to manage shifting priorities while maintaining high standards and delivering value to the business.
• Clear, confident communicator, with a calm, professional approach to both customers and the team, delivering results with enthusiasm and a collaborative mindset.

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. 

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.

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.