Job Description

Job Context
As a Customer Support Representative, you'll play a key role in delivering outstanding customer experiences and providing expert support to both Simpro Group customers and internal stakeholders.
What You'll DoEfficiently 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 BringExcellent 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 YouA 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 Click here to find out more about working at Simpro Group!

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. This means that we want everyone to feel welcome and offer 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'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV/Resumer.Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.

Welcome


Welcome to Simpro! Together with AroFlo, BigChange and ClockShark we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together!
About Us


Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises four industry-leading companies, Simpro, AroFlo, BigChange and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro, AroFlo & BigChange provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions. Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees.

Ready to transform your business? Explore our products at simprogroup.com, aroflo.com, bigchange.com and clockshark.com.
Headline: Important Recruitment Fraud Alert


Simpro Group has been made aware of fraudulent recruitment activity where individuals are impersonating our company and hiring managers to deceive job applicants.

These scammers are using a fraudulent website and email domain (simprogroupcareers.com) and may contact you with illegitimate job offers. Their goal is typically to steal your personal information for identity theft or to trick you into paying for fake application fees, background checks, or equipment. If you have been contacted by someone you suspect is not a legitimate Simpro Group recruiter, or if you have any doubts about a job posting, please do not respond. Do not provide any personal information or payment.

We take this matter very seriously and have reported this fraudulent activity to the relevant global authorities. We are committed to ensuring a safe and transparent recruitment process for all candidates.