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Customer Support Representative
Simpro Software
22d ago
Junior (1-3 years)
Full Time
Reading, England, United Kingdom
Hybrid
Company Size
522 Employees
Service Specialisms
Field Service Management
Job Management
Project Management
Asset Maintenance
Commercial
Residential
Fleet Tracking
Inventory Control
Sector Specialisms
Electrical
Plumbing
HVAC
Security
Fire Protection
Data
Landscaping
Facilities Management
Role
What you would be doing
issue reporting
troubleshooting
expertise development
customer support
live chat
phone handling
- 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.
- 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.
- Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
- 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.
- Develop expertise relative to the Product suite you support.
What you bring
cloud technologies
troubleshooting
configurations
communication
relationships
time management
- Able to utilize knowledge base articles.
- Good time management and organizational skills.
- A good understanding of cloud based technologies and systems would be advantageous.
- A polite and friendly telephone manner.
- An eagerness and enthusiasm to learn, along with the ability to learn quickly.
- 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).
- Excellent communication and relationship building skills.
- An understanding or insight into trades industries would be advantageous.
- Ability to demonstrates an understanding of supported product/suite of focus and can explain how configurations affect results.
- Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
- A generous annual leave entitlement plus a personal leave entitlement
- Generous Parental Leave Program
- Public Holiday Exchange Scheme
- Life Insurance
- Flexible working environment
- Paid Volunteer Leave Days
- Talent Referral Programme – get rewarded for referring a friend to join our team!
- Diverse training & internal networking opportunities across all of our product lines
- Happy hours and office games
- Opportunities for career progression and development
- Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
- Home Office Allowance
- A discounts and cash back scheme
- Casual dress and relaxed office environment
- Private Health Insurance
- Company pension scheme, with 5% employer contribution
- Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
- Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
Founded 2002
Company Origins
The company was established in 2002 by an electrical contractor and a software student with the aim of addressing real-world challenges in the trade industry.
Revenue Climbs
Annual Growth
Annual revenue has grown into the hundreds of millions through strategic acquisitions and expansion.
8,500 Businesses
Active Clients
The platform currently supports over 8,500 businesses across various industries including electrical, plumbing, and HVAC.
250,000+ Users
Global Reach
The platform is trusted by over 250,000 users worldwide, providing essential tools for trade businesses.
- Its cloud-based system handles quoting, scheduling, inventory, invoicing, and field communication for trade businesses.
- Operating globally with offices across Australia, New Zealand, UK, and US.
- Trusted by clients for projects in electrical, plumbing, HVAC, security, and fire protection industries, from small contractors to large enterprises.
- Known for tight office-to-field connectivity, IoT integration, and mobile tools that transform how trade work is managed.
- Its standout acquisitions and rapid international growth underline a company that’s both purpose-built and ambitious.
- We are one team
- We are customer centric
- We are growth minded
- We are accountable
- We celebrate success
- Do the right thing
- Treat people as adults
- Encourage employees to constantly look for opportunities to be the best version of themselves
100% Recycling Rate
Manufacturing Waste Management
Aiming to recycle or reuse all recoverable waste from manufacturing, including scrap steel, plastic, cardboard, wood, and paper.
- Committed to measuring and setting goals to improve environmental performance
- Working to reduce 'whole‑of‑life' environmental impact of products, not just own operations
- Prefer suppliers with good environmental policies
- Industry specialists provide customer recommendations to encourage environmentally friendly practices
- Train staff on environmental program and empower participation
- Partnered on ‘Electrifying our Future’ campaign supporting transition to net zero via electrification
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