Technical Support Engineer ( Level 2 support) US hours

Technical Support Engineer (Level 2 Support) - US Hours

We are excited to announce an in-person Assessment Center in early February, offering a unique opportunity for experienced Level 2 Technical Support professionals to showcase their skills and join our dynamic team as we scale up to fill multiple headcount needs. 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.

What does Access offer you? We offer a blended approach to office working, expecting you to collaborate and connect in one of our thriving offices on average three days per week. 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 wellbeing days take 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’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

About You: As a Technical Support Engineer (Tier 2), you will serve as the primary expert in troubleshooting and resolving customer issues with the Paytronix platform. Your role is crucial in delivering exceptional customer service, demonstrating a blend of customer-centricity, technical aptitude, and effective communication.

You will be responsible for quickly understanding customer inquiries, resolving them independently where possible, or escalating them within the Support team following established procedures. The TSE will ensure prompt responses, provide clear updates, and deliver effective resolutions, fostering trust and satisfaction with every interaction.

This role operates on a 24/7 shift schedule, ensuring continuous support for our global customers. Successful candidates will receive a shift allowance as part of the compensation package.

Day-to-Day Responsibilities:

1. Provide advanced technical support and troubleshooting for escalated issues that Tier 1 is unable to resolve.
2. Accurately log and track customer interactions and issues, including customer communications, troubleshooting steps and results, and resolution, in Salesforce.
3. Manage a dynamic queue of support cases with attention to client alignment and satisfaction.
4. Diagnose and resolve complex technical issues related to Paytronix.
5. Collaborate with Tier 1 to review and improve existing support processes and procedures.
6. Assist client corporate Marketing and/or IT staff with basic remote troubleshooting of restaurant and convenience store technical environments.
7. Provide technical guidance on all aspects of the Paytronix platform.
8. Provide clear and concise information to customers, ensuring they understand the steps being taken to resolve their issues.
9. Work closely with Paytronix engineering and development teams to identify and address recurring issues.
10. Provide feedback and suggestions for product or service improvements based on customer interactions, requests and/or technical challenges.
11. Escalate more complex issues to Tier 3 Support or other relevant departments when necessary, and ensure successful closed loop with all stakeholders.
12. Effectively balance rapid case resolution with maintaining high quality of service and communication.
13. Follow up with customers to ensure issues are resolved to their satisfaction and in accordance with the documented Service Level Agreements (SLAs).
14. Maintain up-to-date knowledge of Paytronix products, services, and policies to effectively assist customers.
15. Create and update knowledge base articles, FAQs, Paytronix Academy courses and other support documentation to assist customers and internal teams.
16. Participate in ongoing training and professional development to stay current with industry trends and technical advancements.
17. Lead team meetings and provide guidance for Tier 1.
18. Included in the on-call rotation, which, depending on staffing, is no more than 1-2 weeks in the calendar year.

What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology; we connect the right people with the right data, at the right time, through Access Workspace.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. 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.