Customer Support Technician

Job Context

As a Level 2 Customer Support Technician, you’ll play a key role in resolving complex technical issues that have been escalated from our Level 1 Support team. You’ll work closely with colleagues across the business to deliver timely, effective solutions, while helping to continuously improve our support processes and knowledge base.

Using your strong technical expertise across the Simpro Group product suite, you’ll troubleshoot a wide range of customer challenges, take ownership of issues through to resolution, and operate with a high degree of autonomy. You’ll also support the development of those around you by sharing knowledge, mentoring team members and contributing to a culture of continuous learning and improvement.

Location:

Leeds (LS15), on-site

• Efficiently manage and prioritize a high-volume ticket workstream primarily via case work (and occasional live phone or chat to meet business needs), collaborating with customers to identify and resolve complex software-related issues, providing timely and effective solutions.
• Actively review support queues for additional cases to resolve, managing case backlog consistently to prevent aged items.
• Take on escalations from the Level 1 team and collaborate with internal departments to identify and implement appropriate solutions for complex and challenging customer issues.
• Manage and monitor the Tier 2 case queue, ensuring cases are appropriately assigned, prioritized, and resolved in a timely manner.
• Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of customer enquiries and support issues.
• Conduct spot checks on resource channels to identify any issues causing delays for customers in reaching support, ensuring a smooth and efficient customer support experience.
• Provide guidance, support, and training to Level 1 Customer Support Technicians, helping them resolve customer enquiries and navigate complex issues.
• Support customers who require additional assistance or training, identifying and addressing their specific needs with professionalism and empathy.
• Work closely with support agents to identify product gaps based on case interactions, contributing to product improvement initiatives.
• Actively edit, update, link, and create knowledge base articles to support consistent, accurate service delivery across the team.
• Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues.
• Troubleshoot and drive resolution of moderate to advanced technical problems based on precedent, proven practices, and advanced domain and systems knowledge.
• Assist with internal onboarding training for new support team members and provide additional product training as needed to ensure the team is well-prepared to support customers effectively.

• Technically minded individual with proven experience in SaaS platforms and a solid understanding of cloud-based technologies and systems.
• Strong understanding of the architecture of the supported application, with growing mastery of moderately complex to advanced tasks within the role.
• Understands the standard to moderate impact of configurations; able to troubleshoot common to complex technical problems and articulate resolutions clearly based on existing and developing knowledge.
• Working towards deeper understanding of a secondary module and able to identify how it interacts with the primary area of focus.
• Able to log engineering escalation tickets and, where applicable, work collaboratively to support their approval and resolution.
• Proficiency with tools, systems, and procedures required for day-to-day operations; consults…