Client Solutions Specialist at accesso

United KingdomFull-timeClient SuccessPosted 3 days ago

About the Role

Position Overview:  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.  Please note: This is a fixed-term contract role, running through 31 December 2026. 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.  Location: United Kingdom; then, you choose what works for you! This role can be performed 100% remotely anywhere in the UK, at <a href="https://accesso.com/locations">one of our office locations</a> in the UK, or a hybrid version of in-office and remote.  Reports to: Client Solutions Manager  Travel ✈️ Requirement: Less than 10%  · Must be able to travel 10% of the time within Europe and occasionally beyond and have the flexibility to travel on short notice, if necessary.    What you'll be working on:  <ul> <li>Deliver exceptional service to our EMEA clients using the accesso Passport ticketing suite. </li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Build and maintain product configurations across multiple accesso platforms: packages, pricing structures, characteristics (characs), merchant settings, locales, print formats, and payment types.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Set up and manage store features including upsells, cross-sells, addons, account portals, season passes, memberships, and advanced purchase pricing (APP)</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">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.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Query databases using SQL to diagnose issues, validate configurations, and support data-related requests.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Monitor Jira alerts during business hours and action or escalate as appropriate (as part of a rota).</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Manage images in AWS and support kiosk and POS hardware configuration.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Raise and manage escalation tickets with our Production Support Engineering team where issues require deeper technical input.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Communicate technical information clearly and professionally in writing, calibrating tone and detail to your audience.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Participate in the on-call rota, covering weekday evenings and weekends on rotation.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Perform in-depth scheduled testing on regular Ticketing software releases and updates.</li> <li data-leveltext="" data-font="Symbol" data-listid="28" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Assist with a variety of special projects as needed. </li> </ul>   What you bring to the role:  <ul> <li>Demonstrable experience in a technical support, implementation, or configuration role. </li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Confidence working in complex back-office platforms</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Competent with SQL: able to write and run queries independently to investigate and validate data</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Strong written communication, able to explain technical issues clearly and professionally to non-technical stakeholders</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Exceptional organisational skills and the ability to prioritise across multiple client tickets simultaneously to SLA</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">The ability to work well independently and as part of a distributed team 🤝</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Flexibility to work extended hours and support clients outside of standard working hours, including weekends, as part of a shared on-call rota.</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Must be eligible to work in the UK </li> </ul>   ⭐ Bonus points if you have:  <ul> <li>Familiarity with AWS for image storage and file management </li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Experience with API integrations</li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Background in the leisure, attractions, or ticketing industry</li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Experience configuring POS or kiosk hardware</li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Working knowledge of HTML, JSON or XML (print formats and receipts, configs)  </li> </ul> *If you don't have every qualification 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.      Perks & Benefits: <ul> <li class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Competitive compensation package, because your hard work deserves recognition;</li> <li class="font-claude-response-body break-words whitespace-normal leading-[1.7]">8-days of paid bank holiday leave and 26-days of paid annual leave (paid leave increases with tenure) – so you can go "OOO" and take that vacation you've been dreaming of 😎;</li> <li class="font-claude-response-body break-words whitespace-normal leading-[1.7]">8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy.</li> <li class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Robust health insurance scheme with the opportunity to participate in private medical scheme after satisfactory performance;</li> <li class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Matching pension scheme (up to 8%) for a secure financial future;</li> <li class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Gain unlimited access to LinkedIn Learning to support ongoing learning and career development;</li> <li class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Enjoy a flexible work schedule that aligns with your team's schedule ⏰.</li> </ul> Please note: This role includes a 6-week probationary period. Compensation, PTO and LinkedIn Learning access begin from day one. Pension eligibility begins at 3 months. All other benefits, including volunteer time off and health insurance, become available upon successful completion of the probationary period.    <div class="content-conclusion"><h3>LIFE at accesso:</h3> <div>At accesso, 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).</div> <div> </div> <div>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. If there are any accommodations you may need throughout the hiring process, please feel free to email us at [email protected] so that we can set you up for success. Learn more about <a class="postings-link" href="https://www.accesso.com/about/diversity-inclusion">Diversity & Inclusion</a> at accesso. You can review our candidate privacy statement here: <a href="https://www.accesso.com/assets/documents/Accesso-candidate-privacy-statement_2024-03-12-160312_cjgz.pdf">Candidate Privacy Statement</a></div> <h3>ABOUT accesso: </h3> <div>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. From ticketing and eCommerce to virtual queuing and more, we understand firsthand what makes our clients and their guests smile, and we’re constantly developing new solutions to enhance the guest experience while helping our clients streamline operations and drive revenue.</div></div>

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