Customer Support (SaaS)
simPRO Software is a leading global SaaS company currently operating in Australia, New Zealand, the UK, Ireland, the US, Canada and Singapore and have exciting expansion plans!
We develop business management cloud solutions for the trades industry and are passionate about developing innovative technology solutions that empower our users. Our vision is to build a world where field service businesses can thrive.
About the Role:
simPRO are looking for a Customer Support Officer to join our first line support team based in our St.Ives office. You will be passionate about providing customers with technical support using your knowledge and experience to investigate and gather information about customers’ queries.
Typical Duties will include:
Learning about our software and how to assess and diagnose problems and issues experienced by our customers
Providing excellent support to a diverse range of customers, to reassure, gather information, set expectations and provide the appropriate resolutions or responses via phone, email, live chat
Taking ownership of problems, and being dedicated to providing solutions for our clients
Providing input into the ongoing maintenance of our online support system, and into the enhancement of our customer support procedures
Using internal systems for logging calls, tickets, chats, and to manage escalations
Reporting on customer support issues and opportunities, and providing feedback on how to enhance training programs
Contributing, questioning and sharing knowledge with internal teams for product improvement
The Successful Candidate will:
Be a self-starter and demonstrating resourcefulness and ability to use initiative
Troubleshooting, problem solving and effective questioning skills
Have the ability to empathise and understand the needs of clients
An eagerness and enthusiasm to learn, along with the ability to learn quickly
A polite and friendly telephone manner
Excellent communication, negotiation and relationship building skills
Good personal time management & organisational skills
The ability to handle multiple priorities and changing schedules
It would be desirable to have:
An understanding or insight into trades industries
A good understanding of cloud based technologies and systems
Experience of working in a call centre environment
While experience in the above areas is desired, it is more important to simPRO that we find someone with the right determination, attitude and overall suitability
Private health insurance
Employee Assistance Programme
Perks, discounts and cashback
Company pension scheme
Cycle to Work Scheme
Long Service Award
Car Mileage Scheme
Annual Leave and Personal Leave Allowance
A fun and vibrant culture, where we like to play a lot of ping pong!
At simPRO we have an open culture and we believe in direct communication and diversity. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of gender, ethnicity, religion, age, sexual orientation, disability or any other non-performance factor.
If you feel that you have the skills, experience and values to join a fun and progressive organisation, we want to hear from you!
Please note: no agencies will be accepted in the recruitment of this role. Any CV’s provided to simPRO Software by agencies will be treated as a gift
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