Customer Support

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.

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 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. 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.

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