Customer Support Representative

Job Context

The Customer Support Representative is at the frontline of our customer support team, providing professional engagement 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, ensuring that support inquiries and software-related issues, are addressed in a timely and effective manner, developing expertise in the Product area you support.

• Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction.

• Ensure first contact response and resolution for non-complex customer queries is within defined targets.

• Develop expertise relative to the Product suite you support.

• Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.

• Proactively identify technical issues with the software and accurately report them through our internal escalation channels to our Sr.CSRs, ensuring that they receive the necessary information to address and resolve these issues promptly.

• 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.

• A polite and friendly telephone manner.

• An eagerness and enthusiasm to learn, along with the ability to learn quickly.

• Good time management and organizational skills.

• Upbeat and proactive can-do attitude.

• Ability to demonstrates an understanding of supported product/suite of focus and can explain how configurations affect results.

• Able to demonstrate troubleshooting abilities by grasping the situation and knowing what part of the application is the likely root cause (profiles, settings, actions/workflows).

• Able to utilize knowledge base articles.

• An understanding or insight into trades industries would be advantageous.

• A good understanding of cloud based technologies and systems would be advantageous.

What We Can Offer You

• Responsible Time Off

• Comprehensive medical, dental, vision package with 100% employer paid options

• Additional benefits including Health Savings Account; Flexible Spending Account; Critical Illness Insurance; Hospital Insurance; Accident Insurance; Life Insurance and AD&D; and Disability Insurance available to purchase.

• Wellness Challenge App, Diabetes Prevention App, and Health Hub App

• 401k/Retirement Plan with 6% employer match

• Generous Parental Leave Program

• Paid Volunteer Leave Days

• Public Holiday Exchange Scheme

• Talent Referral Program – get rewarded for referring a friend to join our team!

• Diverse training & internal networking opportunities across all of our product lines

• Opportunities for career progression and development

• Service recognition awards

• Click here to find out more about working at Simpro Group!

Our Core Values

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.

*Please note, no agencies will be accepted in the recruitment of this role.