Client Solutions Specialist

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.

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 one of our office locations 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:

• 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.

What you bring to the role:

• 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

⭐ Bonus points if you have:

• Familiarity with AWS for image storage and file management
• Experience with API integrations
• Background in the leisure, attractions, or ticketing industry
• Experience configuring POS or kiosk hardware
• Working knowledge of HTML, JSON or XML (print formats and receipts, configs)

*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:

• 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) – so you can go "OOO" and take that vacation you've been dreaming of 😎;
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy.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 ⏰.

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.