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Associate Technical Support Engineer (Legal)

Summary Sheet: I.T. & Communications

Advertiser NameAccess GroupAdvertiser Type:Company
Classification:I.T. & CommunicationsSubclassification:
Country:United KingdomLocation:United Kingdom
Language:English - United Kingdom (en-GB) Contact Name:>access group
Employment Type:PermanentWorkhours:Full Time

Position: Associate Technical Support Engineer (Legal)


1st line customer support advisor - tech

  • This role would be hybird with 3 days in the office & two days working from home

  • Access Legal provides class-leading legal software for UK law firms. We are dedicated to help our customers get the most out of their software by providing excellent support. We are looking for equally dedicated people to join our established support team.

    About you:

    You have previous customer service experience, enjoy communicating with different people and can build a rapport with most users.
    You have strong analytical and problem solving skills and are not someone who gives up easily!
    You are self-motivating and good with prioritisation and time management.
    You can focus on the task at hand but can equally collaborate with other team members to achieve your goals.
    You want to learn new software and all its intricacies as well as developing an understanding for new features in existing software.
    You are passionate about customer service and are client-centric. You also have the desire to help your customers by giving them a best in class service!

    Day-to-day, you will:

    • Provide direct support to end-users to help them to get the most out of our software by investigating and resolving their queries in accordance to the company's guidelines.
    • Provide high-level customer service via telephone or email.
    • Promoting the online Access Customer Success Portal, including helping customers register.
    • Develop a strong working knowledge of the company's products and services.
    • Writing, editing, and revising Knowledge Base articles.
    • Take initiative and support continuous improvement of our customers experience by proactively identifying case trends and creating solutions.
    • Identify risks and/or incidents and escalate as necessary.
    • Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.

    As a well-rounded Customer Support Advisor, your Skills and Experiences likely include:
    • Experience speaking with customers over phone and email to help with their queries.
    • Experience with supporting a Case Management/Legal Accounting software would be highly desirable.
    • A good understanding of Microsoft Windows and Office.
    • The ability to develop a broad knowledge of our software.
    • An ability to grasp technical concepts and new product functionality quickly.
    • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
    • You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
    • A good communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike.
    • You work at pace, are goal orientated and have a strong delivery focus.
    • You remain calm and professional when handling challenging queries.
    • Have Enthusiasm in busy periods and ability to work in a team.

    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! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

    In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:
    • A Competitive Salary
    • Giving Back/Charity days
    • Quarterly Socials
    • 6 weeks Sabbaticals (after 6 years of service)
    • The Access Group Big Break: our all-expenses paid holiday to Spain

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