Customer Support Representative, Level 1

First Things First - What We Can Offer You

• Leave to foster personal connections, health & overall well-being
• Emloyee Assistance Program
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Delicious, free, chef-prepared lunch daily on site
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• Talent Referral Program – get rewarded for referring a friend to join our team!
• Casual dress and relaxed office environment
• Fun team camaraderie and events
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• A range of other fantastic benefits!
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions

The Job

As a Brisbane-based Customer Support Representative, you will professionally engage with Simpro Group customers, clients, and internal stakeholders on a day-to-day basis by using the most appropriate methods of customer support and communication, while identifying opportunities to improve software and supporting their implementation. In this role, you will provide technical support, answer questions, troubleshoot issues, and guide customers through the use of Simpro's software. You'll also be responsible for logging and tracking customer interactions, escalating complex issues to senior support or development teams, and more.
The Customer Support Representative role provides a fantastic opportunity to learn and sharpen your customer service skills. This is a unique opportunity to work with a growing, energetic team and a product that customers love.
This is a full-time salaried position, offering flexible work with 3 days in the office and 2 at home. Days of work are Monday to Friday with various shifts covering 6 am to 6 pm.

What You’ll Do

• Deal directly with customers either by telephone, chat support, or email.

• Respond promptly to customer enquiries.

• Listen to customers’ questions and concerns, and provide answers or responses.

• Provide information about products and services.

• Direct requests and unresolved issues to the designated resource.

• Keep records of customer interactions and transactions, record details of enquiries, comments, and complaints, and record details of actions taken.

• Maintains a positive, enthusiastic helping tone at all times.

• Looks for and suggests potential process improvement items in an effort to help move the entire company forward.

• Performs in a manner that will prevent errors and omissions.

• Provides advisory support and assistance to the department supervisor as needed.

• Participates in additional learning or educational activities to stay up-to-date on the latest developments, trends, and regulations in the SaaS (Software as a Service) industry.

• Provides administrative assistance and support.

• Other duties as assigned.

What You’ll Bring

• Excellent customer service skills, communication, negotiation, and relationship building skills

• The ability to empathise and understand the needs of clients

• A polite and friendly telephone manner

• A self-starter and demonstrating resourcefulness and ability to use initiative

• Someone with troubleshooting, problem solving, and effective questioning skills

• An eagerness and enthusiasm to learn, along with the ability to learn quickly

• Good personal time management and organisational skills, with the ability to handle multiple priorities and changing schedules

• An understanding or insight into trades industries would be a big advantage

• A good understanding of cloud based technologies and systems

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

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.

We would like to take this opportunity to thank all candidates for their application.

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