Customer Support Representative

Job

At Simpro Group, our Customer Support Representatives are the voice of our customers and the backbone of their experience with our platform. You’ll be on the frontline, helping customers get real value from our software while delivering support that is fast, thoughtful, and genuinely human.
This is a high-energy role suited to someone who enjoys problem-solving, learning complex systems, and making someone’s day better - one interaction at a time.

What You’ll Do

• Be the first point of contact for Simpro Group customers, managing a high volume of inbound support requests via phone and live chat.

• Diagnose and resolve software-related queries efficiently, ensuring customers feel supported and confident using the product.

• Deliver a consistently customer-centric experience, balancing empathy, professionalism, and efficiency in every interaction.

• Achieve first-contact response and resolution targets for non-complex issues.

• Build deep knowledge of the Simpro product suite and the specific product area you support.

• Accurately document cases, capturing key details, troubleshooting steps, and resolutions to maintain high-quality support records.

• Identify recurring or technical issues and escalate them clearly and effectively to Senior Customer Support Representatives.

• Contribute to continuous improvement by using and updating knowledge base articles and sharing insights with the wider team.

• This role may evolve over time to meet business needs and customer demand.

What You’ll Bring

• Excellent verbal and written communication skills, with a warm and professional phone manner.

• Strong relationship-building skills and a natural ability to put customers at ease.

• A genuine eagerness to learn and the ability to pick up new systems and concepts quickly.

• Strong time management and organisational skills, with the ability to juggle multiple priorities.

• A positive, proactive, “can-do” mindset.

• The ability to understand how product configurations impact outcomes and explain this clearly to customers.

• Solid troubleshooting skills, with the ability to identify likely root causes across settings, workflows, and user actions.

• Confidence using knowledge base resources to guide problem resolution.

Experience or exposure to the trades industry and cloud-based technologies is highly regarded but not essential.

What We Can Offer You

• Novated leasing via salary packaging

• Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)

• Generous Parental Leave Program

• Paid Volunteer Leave Days

• Public Holiday Exchange Scheme

• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere'!

• 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

• Service recognition awards

• Click here to find out more about working at Simpro Group!

Our Core Values

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.