Technical Support Engineer

The Access Group; Loughborough; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading software provider in the United Kingdom seeks a Technical Support Engineer to assist UK and Irish customers with payroll software. This hybrid role requires strong analytical and problem-solving skills, along with a passion for enhancing customer experiences. Successful candidates will have expertise in payroll systems, be tech-savvy with solid SQL knowledge, and possess excellent communication abilities. Join a team that values diversity and innovation, where you can love your work and contribute positively to the business.

Benefits

Standard 25 days holiday

Matched pension scheme

Charity day allocation

Qualifications

• Experience with payroll systems and processes, preferably IPASS qualified.
• Proficiency in SQL scripting and database structures.
• Ability to learn new software quickly and debug tools.

Responsibilities

• Support UK and Irish customers using payroll software.
• Deliver customer service through various communication channels.
• Record and manage customer queries and solutions.

Skills

Irish payroll experience

Tech-savvy

SQL knowledge

Clear communication

Job description

Technical Support Engineer page is loaded## Technical Support Engineerremote type: Hybridlocations: Loughborough (Headquarters): Corktime type: Full timeposted on: Posted 6 Days Agojob requisition id: JR002224**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. 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. 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. With **over 9,300 talented individuals** driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, **people are at the heart of everything we do**. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.We believe in equality for all and the transformative power of diversity. So 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.**