Customer Support Representative
3 days ago
OverviewCustomer Support Representative role at Simpro Software.
Frontline customer support engaging with Simpro Group customers and internal stakeholders.What You'll DoEfficiently 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 BringExcellent 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 & CultureLeave to foster personal connections, health and well-beingEmployee Assistance ProgramGenerous Parental Leave ProgramPaid Volunteer Leave DaysPublic Holiday Exchange SchemeDelicious, free, chef-prepared lunch daily on siteUp to 4 weeks per year of flexible Work from Anywhere timeTalent Referral Program – reward for referring a friendCasual dress and relaxed office environmentFun team camaraderie and eventsOpportunities for career progression and developmentDiverse training & internal networking across product linesA range of other fantastic benefitsAbout Equal OpportunitySimpro, 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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