Client Support Engineer (Remote)

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Lake Mary, Florida (FL) Posted on Thu, 25 November 2021 07:03:07 GMT Competitive Salary Permanent Full Time Source: Accesso

Position Overview:

We are currently seeking an experienced Client Support Engineer to join the accesso® Guest Experience Platform for a key client in North America. The Client Support Engineer will work as part of a team to support the daily needs for our clients. We need you to be a detail-oriented, polished, client-services professional focused on customer success and the resolution of technical challenges, who loves to work with people and technology equally. You are a strong communicator, both verbal and written, with demonstrated project and time management abilities. You have experience troubleshooting and debugging technical issues. You are passionate about your work and committed to getting the job done, even if it means occasionally working extended hours, such as on the weekend and holidays, as needed.

Our guest experience management platform helps businesses curate amazing experiences for their customers, connecting existing disparate data points to tell a more comprehensive story of who the customer is, where they are in the moment, what they might enjoy and when helpful suggestions will be most beneficial. As part of the guest experience team, you'll help bridge the digital divide between guests and businesses, helping guests to enjoy a better experience and businesses to cultivate loyal customers and drive revenue.

Location: United States; then, you choose what works for you! This role can be performed 100% remotely anywhere in the US, at in the US, or a hybrid version of in-office and remote.

Reports to: Client Solutions Manager

Travel Requirement: Less than 10%

Responsibilities Include:
  • Day to day set up, configuration, testing, and troubleshooting of the accesso® Guest Experience Platform , Mobile Apps, Messaging, and Content for our clients.
  • Modifying or writing basic HTML, CSS, XML, JSON and YAML files.
  • Supporting ongoing system and process documentation needs.
  • Administering requests submitted via our client support portal (Jira Service Desk).
  • Serving as first line of response for troubleshooting and triaging complex technical and client services issues.
  • Maintaining outstanding lines of communication with internal teams such as Client Relations, product management, product operations, software engineering, dev ops, and experience quality, as well as external clients and third-parties.
  • Effectively communicating daily progress and status updates to clients and client services team members.
  • Performing testing on new software releases and features when necessary.
  • Assisting with special projects as needed.
  • Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve operations, efficiency, and service to both internal and external customers.
  • Staying up to date with new product offerings and features within the accesso ecosystem.
  • Strong verbal and written communication skills with the ability to communicate effectively to a variety of audiences.
  • Bachelor's Degree in Business, Technology, or a related field is required.
  • The ability to work well within a team environment is essential.
  • Exceptional organizational skills and the ability to prioritize tasks.
  • Ability to facilitate daily responsibilities with little to no direction.
  • Outstanding general computer skills including the Microsoft suite of products and Outlook are required.
  • Experience with debugging and troubleshooting technical challenges.
  • Previous experience in SaaS, eCommerce or related field.
  • Familiarity with web-based technology including database structures and SQL.
  • Overall understanding of how web applications work (frontend, backend, etc).
  • BONUS: Understanding of REST APIs and how they work.
  • BONUS: Familiarity with GitHub and version control.
  • BONUS: Experience with Atlassian Jira ServiceDesk or similar ticketing systems.
  • BONUS: Experience with copywriting, web-based image and brand assets, SEO / campaign optimization or similar.
Perks & Benefits:
  • Competitive compensation package including discretionary annual bonus opportunity.
  • 4-weeks of Paid Time Off for employees up to 3-years of tenure (higher accrual thereafter);
  • 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about;
  • Inclusive Family Benefits - access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility;
  • Three different medical insurance plans to choose from, including an employer-contributed HSA;
  • Employer-paid short & long-term disability and life insurance;
  • Matching 401K;
  • Unlimited access to Udemy for Business for continued learning and career development.
  • A flexible work schedule around our core business hours.
WORKING AT accesso:

At accesso, we are continuously committed to the wellbeing of our employees. We understand that every individual is balancing a variety of personal and professional needs, and that giving each employee the power to choose where they work best can play a big part in helping to nurture work-life balance and to support their overall quality of life. That is why we've introduced a flexible work program which allows employees (so long as their work permits) to select from fully remote, fully office-based, or hybrid setting options.

If you opt to operate out of one of our offices, you'll find bright and open spaces, caffeine and snack-filled cafes, and an office environment where we embrace fun, creativity, and our company's core values: Passion, Teamwork, Commitment, Integrity, and Innovation. These values are celebrated globally through a multitude of recognition programs. We are empowered to do great work and then are recognized and rewarded for going above and beyond and for supporting our fellow team mates.

We work hard, encourage and motivate one another, and love to celebrate personal and professional accomplishments as a team. Our goal is to create an atmosphere of collaborative problem solving and continuous improvement - because there's always room to grow.

We are an Equal Opportunity Employer and believe in the power of inclusivity. We are committed to creating an environment which recognizes that our differences are our strengths, and empowers team members to bring all of who they are to work. Any hiring decision made is assessed based on qualifications, merit, and business need. Read more about at accesso.

ABOUT accesso:

At accesso, we understand that technology is a critical component to our client's success and the happiness of their guests. No business should have to settle for technology that creates more issues than it solves! Technology should be the solution, not the problem.

Our clients need powerful technology solutions to grow their businesses and create connected guest experiences - and accesso delivers! That's why over 1,000 venues in 30 countries have chosen to partner with us.​


The status quo is not an option. If you're not moving forward, you're falling behind. With our accesso solutions, venues can empower their staff with the control, data and confidence to make informed decisions that will drive revenue, create operational efficiencies and improve guest experiences.

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