Customer Support Representative

Job Context

As a Customer Support Representative, you'll be the friendly voice and trusted problem-solver at the heart of our support team. You'll engage with Simpro Group customers and internal stakeholders, delivering professional, timely support that makes a real difference to their day.

Location: Leeds (LS15), on-site.

What You'll Do

• Efficiently handle high volume inbound customer support queries via live phone and/or chat, ensuring 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, striving to provide a positive and memorable customer experience.
• 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 they receive the necessary information to address and resolve these issues promptly.

What You'll Bring

• 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.
• An upbeat and proactive can do attitude.
• Ability to demonstrate an understanding of the supported product/suite and explain how configurations affect results.
• Demonstrated troubleshooting abilities, grasping the situation and identifying the likely root cause (profiles, settings, actions/workflows).
• Ability to utilise knowledge base articles.
• Understanding or insight into trades industries would be advantageous.
• Good understanding of cloud based technologies and systems would be advantageous.

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 and finances).
• Life Insurance.
• Company pension scheme, with an uncapped 5% employer contribution.
• Generous Parental Leave Programme.
• Paid Volunteer Leave Days.
• Public Holiday Exchange Scheme.
• Cyclescheme: a salary sacrifice to treat yourself to a bike and equipment.
• Home & Tech Scheme: a salary sacrifice to treat yourself to new tech.
• A discount and cashback scheme.
• Casual dress and relaxed office environment.
• Opportunities for career progression and development.
• Diverse training and internal networking opportunities across all of our product lines.
• Service recognition awards.

Equal Employment Opportunity Statement

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best of class onboarding program and supportive team environments. We 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.