Customer Support Representative at Simpro Software in Reading, England, United Kingdom | Kablio

Role

Description

customer service

inbound support

product knowledge

case documentation

issue escalation

resolution targets

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.
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.
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.
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.

Requirements

product knowledge

cloud tech

troubleshooting

communication

quick learner

time management

Ability to demonstrates an understanding of supported product/suite of focus and can explain how configurations affect results.
An understanding or insight into trades industries would be advantageous.
A good understanding of cloud based technologies and systems would be advantageous.
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.
Able to utilize knowledge base articles.
A polite and friendly telephone manner.
Good time management and organizational skills.

Benefits

Paid Volunteer Leave Days
Happy hours and office games
Opportunities for career progression and development
Diverse training & internal networking opportunities across all of our product lines
Talent Referral Programme – get rewarded for referring a friend to join our team!
Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
Home Office Allowance
Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
Generous Parental Leave Program
Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
A discounts and cash back scheme
Private Health Insurance
Life Insurance
A generous annual leave entitlement plus a personal leave entitlement
Casual dress and relaxed office environment
Flexible working environment
Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
Company pension scheme, with 5% employer contribution
Public Holiday Exchange Scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information 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.

Culture + Values

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

Environment + Sustainability

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

Inclusion & Diversity

Articles

Careers at Simpro

Interview with CEO Gary Specter

Simpro Support Options

Role

Description

customer service

inbound support

product knowledge

case documentation

issue escalation

resolution targets

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.
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.
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.
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.

Requirements

product knowledge

cloud tech

troubleshooting

communication

quick learner

time management

Ability to demonstrates an understanding of supported product/suite of focus and can explain how configurations affect results.
An understanding or insight into trades industries would be advantageous.
A good understanding of cloud based technologies and systems would be advantageous.
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.
Able to utilize knowledge base articles.
A polite and friendly telephone manner.
Good time management and organizational skills.

Benefits

Paid Volunteer Leave Days
Happy hours and office games
Opportunities for career progression and development
Diverse training & internal networking opportunities across all of our product lines
Talent Referral Programme – get rewarded for referring a friend to join our team!
Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
Home Office Allowance
Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
Generous Parental Leave Program
Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
A discounts and cash back scheme
Private Health Insurance
Life Insurance
A generous annual leave entitlement plus a personal leave entitlement
Casual dress and relaxed office environment
Flexible working environment
Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
Company pension scheme, with 5% employer contribution
Public Holiday Exchange Scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information 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.

Culture + Values

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

Environment + Sustainability

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

Inclusion & Diversity

Articles

Careers at Simpro

Interview with CEO Gary Specter

Simpro Support Options