Customer Support Representative

Job Context

The Customer Support Representative is at the frontline of our customer support team, providing professional engagement with Simpro Group customers and internal stakeholders.

• 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 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.

• 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 demonstrate an understanding of the supported product/suite of focus and to explain how configurations affect results.
• Ability to demonstrate troubleshooting by grasping the situation and identifying the likely root cause (profiles, settings, actions/workflows).
• Ability 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.

• Responsible Time Off
• Comprehensive medical, dental, vision package with 100% employer‑paid options
• Additional benefits including Health Savings Account, Flexible Spending Account, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Life Insurance, AD&D, and Disability Insurance available to purchase
• Wellness Challenge App, Diabetes Prevention App, and Health Hub App
• 401k/Retirement Plan with 6% employer match
• 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!
• Diverse training & internal networking opportunities across all of our product lines
• Opportunities for career progression and development
• Service recognition awards
• to find out more about working at Simpro Group!

• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success

Simpro, Aro Flo, Big Change & Clock Shark are equal‑opportunity employers with a best‑of‑class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide 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 would like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.

Please note, no agencies will be accepted in the recruitment of this role.