Support Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Access Full time

Sector:
Customer Success

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Expiry Date: 21 July 2023

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Job Ref: J9349

Join the Access Family and see how we make software ideas become a realityOur core value of 'Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about?

At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit's to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About You:


You will help identify and resolve technical issues, provide basic installation assistance, workarounds and solutions to our Elite Desktop and Elite Online clients.

Clients can range from small to large professional accounting firms.

Responsibilities

  • Answer all incoming customer calls in a professional and efficient manner.
  • Reproducing and replicating customer's problems to understand the situation.
  • Obtaining and providing customers with registration keys, licence keys, installation key codes (IKC) etc for new/old versions of Reckon Elite products.
  • Process subscription renewals as required.
  • Provisioning of new users to the Elite Online environment and deactivate existing users as required.
  • Providing/gathering additional information on a reported issue in a product to a team leader so it can be overviewed.
  • Escalating calls to a team leader when necessary.
  • Providing customer callbacks when necessary.
  • Take directions from team leader and supervisors as required.
  • Attend product training sessions and department meetings as required.
  • Adhere to all company policies and procedures including OH&S.
  • Provide relief cover to reception during breaks and lunch and as required.
  • Ensure high levels of client satisfaction through excellent customer service.
  • Keep up to date with product information.

Skills and Experience:

  • Minimum 25 years working experience in retail sales or customer service environment is essential.
  • Basic understanding of sales principles and customer service practices.
  • Customer service focus.
  • IT experience desirable but not essential.
  • Basic administration skills.
  • Excellent problem solving, communication, and interpersonal skills.
  • Excellent communication skills, both verbal and written.
  • Knowledge of all Microsoft Operating Systems including Office, Word, Excel, Access and PowerPoint.
  • Ability to work as a team member and as an individual.
  • Flexible person who grasps concepts easily and learns quickly.
  • Relevant tertiary qualifications are desirable.


 Proficiency in English
  • Verbal and written.
  • Friendly, helpful, confident and engaging personality

What does Access offer you?


We are a growing software company, and we deliver on what we say we do We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.


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 pride ourselves on being an organization that gives back so you'll also have 3 charity days you can take to support something that matters to you.

At Access we're all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves.

So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still love to hear from you.

You might just be who we are looking for.

We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun

What's holding you back? Come and be part of our Amazing Access Family
**Love Work. Love Life. Be You.

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