[Hiring] Client Solutions Specialist @accesso

Role Description

Do you love tech 💻, but have a passion for people too 🥰? As a Client Solutions Specialist at accesso, you'll be the go-to expert for a portfolio of high-profile leisure and attractions clients covering everything from day-to-day configuration and troubleshooting to supporting major platform updates and peak trading periods. As part of our UK & EMEA Operations team, you'll help our clients sell more tickets, streamline operations, and deliver seamless guest experiences using the accesso Passport platform across web, mobile, POS, and kiosk channels.

As a member of our Client Operations team, you'll play a hands-on role in keeping client systems running at their best. With a sharp technical mindset and strong communication skills 🔍, you'll take complete ownership of support tickets, collaborate across internal teams to find the right solutions, and build trusted relationships with the clients you work with every day. We're looking for someone who is organised, technically curious, and holds themselves to a high standard even when things get busy.

Qualifications

• Demonstrable experience in a technical support, implementation, or configuration role.
• Confidence working in complex back-office platforms.
• Competent with SQL: able to write and run queries independently to investigate and validate data.
• Strong written communication, able to explain technical issues clearly and professionally to non-technical stakeholders.
• Exceptional organisational skills and the ability to prioritise across multiple client tickets simultaneously to SLA.
• The ability to work well independently and as part of a distributed team 🤝.
• Flexibility to work extended hours and support clients outside of standard working hours, including weekends, as part of a shared on-call rota.
• Must be eligible to work in the UK ⭐.

Requirements

• Deliver exceptional service to our EMEA clients using the accesso Passport ticketing suite.
• Build and maintain product configurations across multiple accesso platforms: packages, pricing structures, characteristics (characs), merchant settings, locales, print formats, and payment types.
• Set up and manage store features including upsells, cross-sells, addons, account portals, season passes, memberships, and advanced purchase pricing (APP).
• Investigate and resolve client-raised issues via Jira, taking complete ownership of tickets from initial triage through to resolution and sign-off, working to defined SLA targets throughout.
• Query databases using SQL to diagnose issues, validate configurations, and support data-related requests.
• Monitor Jira alerts during business hours and action or escalate as appropriate (as part of a rota).
• Manage images in AWS and support kiosk and POS hardware configuration.
• Raise and manage escalation tickets with our Production Support Engineering team where issues require deeper technical input.
• Communicate technical information clearly and professionally in writing, calibrating tone and detail to your audience.
• Participate in the on-call rota, covering weekday evenings and weekends on rotation.
• Perform in-depth scheduled testing on regular Ticketing software releases and updates.
• Assist with a variety of special projects as needed.

Benefits

• Competitive compensation package, because your hard work deserves recognition.
• 8-days of paid bank holiday leave and 26-days of paid annual leave (paid leave increases with tenure).
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart.
• Robust health insurance scheme with the opportunity to participate in private medical scheme after satisfactory performance.
• Matching pension scheme (up to 8%) for a secure financial future.
• Gain unlimited access to LinkedIn Learning to support ongoing learning and career development.
• Enjoy a flexible work schedule that aligns with your team's schedule ⏰.