Job Overview
The Customer Support Representative is at the frontline of our customer support team, providing professional engagement with Simpro Group customers, and internal stakeholders.
What You’ll Do
- 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.
- 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.
- Develop expertise relative to the Product suite you support.
- 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.
- This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.
What You’ll Bring
- Excellent communication and relationship building skills.
- A polite and friendly telephone manner.
- An eagerness and enthusiasm to learn, along with the ability to learn quickly.
- Good time management and organizational skills.
- Upbeat and proactive can-do attitude.
- 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).
- Able to utilize knowledge base articles.
- An understanding or insight into trades industries would be advantageous.
- A good understanding of cloud based technologies and systems would be advantageous.
What We Can Offer You
- Novated leasing via salary packaging
- Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)
- Generous Parental Leave Program
- Paid Volunteer Leave Days
- Public Holiday Exchange Scheme
- Talent Referral Program – get rewarded for referring a friend to join our team!
- Casual dress and relaxed office environment
- Fun team camaraderie and events
- Opportunities for career progression and development
- Diverse training & internal networking opportunities across all of our product lines
- Service recognition awards
- Click here to find out more about working at Simpro Group!
Our Core Values
While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:
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. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .
Visit simprogroup.com/au/company/careers to learn more about us and our values.
We would like to take this opportunity to thank all candidates for their application.
- Please note, no agencies will be accepted in the recruitment of this role.