Customer Support Technician

Job Context The Customer Support Technician, Level 1 provides professional engagement with customers and internal stakeholders. Building upon product knowledge and technical capability, they deliver timely and effective support that is customer-centric, empathetic, and focused on exceeding customer expectations.

What You’ll Do Efficiently manage and prioritize a high volume of inbound customer support queries via live phone and/or chat, ensuring support enquiries and software-related issues are addressed in a timely and effective manner.

Uphold high customer service standards by ensuring each interaction is customer-centric, empathetic, and aimed at exceeding customer expectations, striving to provide a positive and memorable experience in every interaction. Ensure first contact response and resolution for customer queries is within defined targets.

Develop and maintain expertise relative to the product suite you support, including an understanding of how configurations affect outcomes. Quickly investigate, troubleshoot, and test customer issues to accurately identify root causes, facilitating timely problem resolution. Create and update case documents based on 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 internal escalation channels, ensuring technical teams receive the necessary information to address and resolve issues promptly. Escalate complex issues through the appropriate internal channels, providing comprehensive investigation notes and context to support resolution.

Where applicable, serve as an escalation point for peers, guiding them through complex cases and ensuring timely, effective resolutions. Collaborate across teams to resolve escalations, track product gaps, and recommend improvements to enhance the customer experience. Advise customers on best practices and new functionality to enhance their experience and drive overall satisfaction.

Actively utilize, contribute to, and where applicable create and maintain knowledge base articles to support consistent, high-quality service delivery. Identify opportunities to enhance the software and internal processes, recommending and where applicable contributing to improvements in efficiency and customer experience. Where applicable, mentor and coach peers, sharing knowledge and contributing to onboarding and continuous training efforts.

Acts as a resource for the team, helping to coordinate work as required while continuing to deliver individual responsibilities. What You’ll Bring Excellent customer service, communication, and relationship-building skills. Polite, confident, and professional telephone manners with a customer-first approach. Ability to manage and de-escalate conflict effectively when required.

Demonstrate an understanding of the supported product suite and can explain how configurations affect results. Able to troubleshoot technical problems, identify root causes, and document application behaviors accurately. A solid understanding of cloud-based technologies and systems. An understanding of or insight into trades industries is highly desirable.

Self-motivated and proactive, with a demonstrated ability to work independently and use initiative. An eagerness and enthusiasm to learn, with the ability to learn quickly in a fast-paced environment. Excellent time management and organizational skills, with the ability to manage competing priorities. Strong problem-solving, troubleshooting, and critical questioning abilities. Positive, can-do attitude with a solution-focused mindset.

Skilled in stakeholder engagement and relationship management. Contributes to the creation of new procedures and methods within area of expertise. 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 and offer 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 organisation, where there are opportunities to develop your career, please apply now with your CV/Resumer.

Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift. Welcome to Simpro! Together with AroFlo, BigChange and ClockShark we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes.

We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together! Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide.

The group comprises four industry-leading companies, Simpro, AroFlo, BigChange and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro, AroFlo & BigChange provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions.

Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees. Ready to transform your business?

Explore our products at simprogroup.com, aroflo.com, bigchange.com and clockshark.com. Simpro Group has been made aware of fraudulent recruitment activity where individuals are impersonating our company and hiring managers to deceive job applicants. These scammers are using a fraudulent website and email domain (simprogroupcareers.com) and may contact you with illegitimate job offers.

Their goal is typically to steal your personal information for identity theft or to trick you into paying for fake application fees, background checks, or equipment. If you have been contacted by someone you suspect is not a legitimate Simpro Group recruiter, or if you have any doubts about a job posting, please do not respond. Do not provide any personal information or payment.

We take this matter very seriously and have reported this fraudulent activity to the relevant global authorities. We are committed to ensuring a safe and transparent recruitment process for all candidates.