Customer Support Representative

Overview

Handle high-volume inbound customer support via phone/chat, resolve queries, document cases

Key Responsibilities

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

Tasks

-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. -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. -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. -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
• telephone etiquette

What You Bring

-A polite and friendly telephone manner. -An understanding or insight into trades industries would be advantageous. -Able to utilize knowledge base articles. -Good time management and organizational 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). -Excellent communication and relationship building skills. -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.

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Benefits

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

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