Senior Technical Support Engineer

Technical Support Engineer - SQL Experience Essential **This role will be based 3x a week in our Loughborough office** 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: • Help our customers with technical questions and allow them to get the most out of our payment software by resolving their queries in accordance with our Milestones (SLA’s) • Provide Technical Support via chat, telephone or email to resolve complex queries. • Develop scripts to provide new service offerings, assist with internal business process improvement and produce detailed reporting and analysis for business intelligence and a wide range of bespoke projects. • Also proactively identify any risks to service and the consequences to Access. You will drive and escalate mitigation. • Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives. As a well-rounded Technical Support Engineer, your Skills and Experiences likely include: • The ability to develop a broad knowledge of our software and its debugging tools. • An ability to grasp technical concepts and new product functionality quickly. • Advanced Knowledge of SQL, SQL scripting, data and database structure. • Familiarity with APIs and investigating API data. • Broad knowledge of networks and network fundamentals • 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 • The Access Group Big Break: our all-expenses paid holiday to Spain