Join to apply for the Customer Support Representative, Level 1 role at Simpro Software

Join to apply for the Customer Support Representative, Level 1 role at Simpro Software

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First Things First - What We Can Offer You

• A generous annual leave entitlement plus a personal leave entitlement
• Private Health Insurance
• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
• Life Insurance
• Company pension scheme, with 5% employer contribution
• Generous Parental Leave Program
• Home Office Allowance
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• Talent Referral Programme – get rewarded for referring a friend to join our team!
• Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
• A discounts and cash back scheme
• Flexible working environment
• Casual dress and relaxed office environment
• Happy hours and office games
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions
  
  
  

• 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.
  
  
  

• 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.
  
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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