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Technical Support Engineer

ResDiary

Role overview

Qualifications

  • 3-5 years of Customer Service and Technical Support experience required, preferably in the Hospitality Industry
  • Experience working with customer relationship management (CRM) platforms such as Salesforce Service Cloud or communication tools such as Intercom
  • Experience with point-of-sale (POS) systems, online ordering platforms, application programming interfaces (APIs), or Agile ways of working
  • Experience creating technical documentation, improving processes, or using artificial intelligence tools such as Copilot, Claude, or ChatGPT

Responsibilities

  • Provide remote technical support to customers, diagnosing and resolving issues while delivering a high standard of service
  • Troubleshoot complex technical problems, manage support cases, and ensure customers are kept informed throughout the resolution process
  • Configure and support the Paytronix platform, providing guidance and helping customers get the most value from their solutions
  • Create and maintain documentation, contribute product feedback, and work with internal teams to continuously improve support processes and customer outcomes

Key facts

Hard skills

Microsoft Dynamics CRM Intercom Computational Tools

Other skills

  • Problem Solving
  • Customer Service
  • Communication
  • Hospitality
  • Teamwork
  • Stress Management

About the company

ResDiary logo

ResDiary

Computer Software / SaaS

ResDiary is a flat-fee, online reservation system, designed to help hospitality operators run a smooth service. Thousands of restaurants, bars, clubs, and hotels across the world use ResDiary to manage their bookings; from taking online reservations to managing tables, selling tickets, and processing online payments. The software delivers market-leading yield and table management technology, while helping build customer databases and profiles to develop relationships and loyalty. ResDiary is a trusted supplier to some of the world’s top restaurants including The Hand and Flowers, The Houses of Parliament, and Martin Wishart. The company also provides solutions for thousands of independent venues and groups like Giggling Squid, TGI Fridays, and Turtle Bay. ResDiary supplies enterprise solutions to Qantas in Australia, as well as to the Accor Hotels Group globally. Headquartered in the UK, ResDiary has team members and licensees in the UK, Ireland, New Zealand, Australia, US, Italy, France, Canada, Denmark, Sweden, Norway, Singapore, Indonesia, The Philippines, and South Africa.

Company details

Company typeSME
IndustryComputer Software / SaaS
Company size51 - 200

Links

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Job description

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, encouraging you to collaborate and connect in one of our thriving offices. 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, you’ll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from.

About you:

You enjoy solving technical problems and helping customers get the most from the software they use every day. You're a strong communicator who can explain technical concepts in a simple way and build trusted relationships with customers and colleagues alike.

You stay calm under pressure, enjoy investigating complex issues, and take pride in providing a great customer experience. You're comfortable working independently, managing competing priorities, and collaborating with others when a problem needs a wider team approach.

Day-to-day, you will:

• Provide remote technical support to customers, diagnosing and resolving issues while delivering a high standard of service.
• Troubleshoot complex technical problems, manage support cases, and ensure customers are kept informed throughout the resolution process.
• Configure and support the Paytronix platform, providing guidance and helping customers get the most value from their solutions.
• Create and maintain documentation, contribute product feedback, and work with internal teams to continuously improve support processes and customer outcomes.

Your skills and experiences include:

• 3-5 years of Customer Service and Technical Support experience required, preferably in the Hospitality Industry. 

• Experience working with customer relationship management (CRM) platforms such as Salesforce Service Cloud or communication tools such as Intercom.
• Experience with point-of-sale (POS) systems, online ordering platforms, application programming interfaces (APIs), or Agile ways of working.
• Experience creating technical documentation, improving processes, or using artificial intelligence tools such as Copilot, Claude, or ChatGPT.

Salary range: $55k-$65k

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So 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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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