Do you love tech, but have a passion for people too? We are looking for a Product Support Specialist eager to build a career in a dynamic technology environment. You will collaborate with experienced Technical Support and Engineering teams to support our range of queueing solutions. This role encompasses planning, implementation, maintenance, and support of the bespoke LoQueue ℠ product set.
As part of our virtual queuing team, you’ll partner with our operations teams to support and maintain our patented suite of virtual queuing technology, saving over 12 million guests worldwide more than 4.2 billion minutes of waiting in line!
The Product Support Specialist will deliver high-quality product and technical support, ensure maximum uptime of our systems, engage and collaborate with all internal stakeholders, and effectively plan and communicate new initiatives and ongoing maintenance tasks. The ideal candidate is a self-motivated, detail-oriented individual who will do whatever it takes to meet clients' needs.
Reports to: Product and Technical Support Manager
Travel Requirement: Up to 25%, attending the Twyford office and client venues as required
What you’ll be working on:
* Assisting with the configuration and deployment of LoQueue software and hardware from Test into Staging and Production environments.
* Supporting UAT and implementation of system software, hardware, and network infrastructure into parks or external clients, ensuring tasks are delivered on time.
* Providing 2nd line support for both internal and external end-user challenges.
* Configuring, diagnosing, repairing, and maintaining system hardware ready for delivery into live operations.
* Assisting with scheduled park maintenance visits, ensuring the integrity of the park network infrastructure for all LoQueue products.
* Aiding in the delivery and return of system hardware, ensuring all tracking processes are followed and executed correctly.
* Assisting with periodic out-of-hours “on-call” support, ensuring all issues are dealt with or escalated in a timely manner and accurately tracked.
* Operating the stock and inventory management system, ensuring accurate submission and tracking of assets.
* Developing and ensuring correct processes and procedures are followed to maintain a safe, organized, and suitable stock room.
* Managing the procurement of system hardware for replacement/obsolete parts.
* Maintaining and developing existing and new customer/end-user/supplier relationships through individual site support and liaison with internal/external teams.
* Complying with all Health and Safety requirements, including producing Risk Assessments and Method Statements.
What you bring to the role:
* Self-motivated and disciplined with a clear vision of the future.
* Strong interpersonal skills for working within a highly collaborative, cross-functional, and team-oriented environment.
* Adept at solving complicated technical problems, an excellent communicator (both verbally and written), organized, and thorough.
* Able to professionally and effectively communicate with external clients with strong written and verbal skills.
* Maintain advanced organizational skills to prioritize tasks and work on multiple projects in parallel.
* Experienced with Microsoft operating systems and Microsoft Office suite.
* Working knowledge of power and hand tools, Health & Safety, and PPE.
* Ability to occasionally spend long periods standing, moving, or working at height.
* Full UK driving licence.
* Must be able to work days, evenings, weekends, and holidays to meet business needs.
* Able to work in all weather conditions, both indoors and outdoors.
Note: ‘years of experience’ may not always be the best measure for your ability to succeed in this role. If the below bullet points feel like you, please consider applying.
Bonus points if you have:
* Bachelor’s degree in business, technology, or a related field.
* Previous/current attractions/theme park experience.
* A keen interest in technology, web-based apps, and data.
* An understanding of HTML, CSS, and SQL.
* Basic understanding of database concepts.
*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique and still encourage you to apply if you feel this role is aligned with your career trajectory.
* Competitive compensation package including an annual bonus opportunity;
* 8-days of paid bank holiday leave and 26-days of paid annual leave;
* 8 hours of paid Volunteer Time Off;
* Inclusive Family Benefits;
* Robust health insurance scheme;
* Matching pension scheme (up to 8%);
* Gain unlimited access to Udemy for Business;
* Enjoy a flexible work schedule.
LIFE at accesso:
Ataccesso, we believe that fun is a fundamental part of the workday! From our tech to our passion for attractions, we infuse fun into everything we do, and our culture is no different. We’ve created a virtual environment with no shortage of connection – so share memes and high fives with teammates, or break up your day with virtual escape quests, “Online Office Olympics” and more! Work-life balance is important here too, so you’ll have flexibility in choosing the work setting and hours that fit your life best (so long as your work permits).
We believe that diversity is vital to innovation and that when we celebrate what makes each of us unique, we create a more inclusive environment where you can truly thrive. Our people are our most treasured asset, and we are proud to have such talented, passionate and tech-savvy professionals on our team. We are dedicated to providing equal opportunities for all, and any hiring decisions will be assessed on qualifications, merit and business need.
ABOUTaccesso:
Our team is on a mission to improve the guest experience with technology. We support some of the world's top attractions and leisure & entertainment venues by creating innovative technology solutions that enhance the guest journey from start to finish. Currently,accesso employs over 500 team members around the globe, many of whom come from the industries we serve.
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At accesso, we celebrate the diverse perspectives of our team members, and are dedicated to fostering a culture centered around inclusivity and belonging.
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