Associate Support Analyst

Join the Access Family and see how we make software ideas become a reality! Our 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.

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. We’re passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That’s why over 1 million users and over 10,000 organizations rely on Access software to help their organizations thrive.

If you aspire to make a meaningful impact in a fast-paced business and grow your career, this could be the opportunity you've been waiting for. You'll be joining a team with a fantastic culture, where flexibility and work-life balance are core values.

About you:

You’re someone who enjoys problem solving and successfully resolving customer issues. You’re proactive, will research and identify solutions to resolve customer reported issues ensuring appropriate communication at all stages of the Support journey. You will follow documented processes including customer escalation and case prioritization, engaging with the appropriate team/functional area. You will demonstrate the Access Core Values daily, which include curiosity, resilience, caring, flexibility, accountability, and commercial.

Day-to-day, you will:

Create (log) and update case details.

Review, categorize and classify case.

Close case management.

First response to all support requests through all channels.

Perform initial triage of all tickets across knowledge domains.

Determine impact urgency of the cases and prioritize cases, including re-prioritization.

Escalate defects to appropriate team.

Dealing with front-end, user interface problems, application navigation assistance, and how-to queries.

Troubleshoot case, account unlock, and password reset issues.

Escalate or assign unresolved requests and incidents to appropriate senior resources with complete documentation of all actions and steps taken in any attempt to resolve.

Your skills and experiences will include:

Required:

Minimum of 1 year experience in a customer-facing role.

Taking initiative and supporting continuous improvement.

A passion for technology/software, with an ability to grasp technical concepts and new product functionality quickly.

Excellent interpersonal and communication skills.

Strong customer service skills.

Flexibility and pragmatism, with an aptitude to self-direct and respond well to shifting priorities.

Applicants must be eligible to work in the U.S. without sponsorship from the employer (e.g., H1-B visa) for this opportunity.

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.

The base salary for this position is $38,000 - $45,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location.

On top of a competitive salary, if you join our team you’ll receive the following benefits and much, much more:

• 22 days paid time off
• 11 company paid holidays
• Medical, dental & vision insurance
• 5% 401(k) company match
• Short-term and long-term disability insurance
• Parental leave for birthing and non-birthing parents
• Flexible work environment
• Tuition reimbursement

The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

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 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.