Customer Support Representative

Overview

Handle high-volume inbound support via phone/chat, troubleshoot issues, ensure customer satisfaction.

Key Responsibilities

• product expertise
• customer service
• inbound support
• issue reporting
• first contact
• case documentation

Tasks

-Develop expertise relative to the Product suite 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. -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. -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. -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.

Requirements

• cloud
• troubleshooting
• product knowledge
• knowledge base
• communication
• time management

What You Bring

-A good understanding of cloud based technologies and systems would be advantageous. -Excellent communication and relationship building skills. -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). -An understanding or insight into trades industries would be advantageous. -A polite and friendly telephone manner. -Good time management and organizational skills. -Able to utilize knowledge base articles. -An eagerness and enthusiasm to learn, along with the ability to learn quickly.

People Also Searched For

Benefits

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

About Simpro Software

-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.

Sector Specialisms