Customer Support Representative

4 weeks ago

Brisbane, Queensland, Australia Simpro Software Full time
Overview

Customer Support Representative role at Simpro Software. Frontline customer support engaging with Simpro Group customers and internal stakeholders.

What You'll Do
  • Efficiently handle high-volume inbound customer support queries via live phone and/or chat, addressing software-related issues and inquiries promptly while developing expertise in the Product area you support.
  • Uphold high customer service standards by ensuring each interaction is customer-centric and empathetic, aiming to exceed expectations and provide a positive experience.
  • Ensure first contact response and resolution for non-complex queries within defined targets.
  • Develop expertise relative to the Product suite you support.
  • Create and update case documents based on troubleshooting findings, maintaining thorough records of customer interactions and resolutions.
  • Proactively identify technical issues and report them through internal escalation channels to Senior Customer Support Representatives, ensuring timely resolution.
  • This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.
What You'll Bring
  • Excellent communication and relationship-building skills.
  • Polite and friendly telephone manner.
  • Eagerness and enthusiasm to learn, with the ability to learn quickly.
  • Good time management and organizational skills.
  • Upbeat and proactive can-do attitude.
  • Ability to understand supported product/suite and explain how configurations affect results.
  • Ability to troubleshoot by identifying likely root causes within the application (profiles, settings, actions/workflows).
  • Ability to utilize knowledge base articles.
  • Understanding or insight into trades industries is advantageous.
  • Understanding of cloud-based technologies and systems is advantageous.
Benefits & Culture
  • Leave to foster personal connections, health and well-being
  • Employee Assistance Program
  • Generous Parental Leave Program
  • Paid Volunteer Leave Days
  • Public Holiday Exchange Scheme
  • Delicious, free, chef-prepared lunch daily on site
  • Up to 4 weeks per year of flexible Work from Anywhere time
  • Talent Referral Program – reward for referring a friend
  • Casual dress and relaxed office environment
  • Fun team camaraderie and events
  • Opportunities for career progression and development
  • Diverse training & internal networking across product lines
  • A range of other fantastic benefits
About Equal Opportunity

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginal and Torres Strait Islanders and other minority groups are encouraged to apply.

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to thank all candidates for their application. Please note, no agencies will be accepted in the recruitment of this role.


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