Customer Support Representative

First Things First - What We Can Offer You

• Ground-breaking parental leave program
• Up to 4 weeks' annual "Work from Anywhere" benefit
• Second-to-none product training
• Opportunities for growth, development and career progression
• Fun team camaraderie and events
• Paid volunteer leave days
• Public holiday exchange
• And a range of other fantastic benefits!

The Job The Customer Support Representative role is in charge of responding to inbound phone calls, emails, and chats to assist as frontline support for Simpro product and service issues. This help includes technical support, answering questions, checking on billing issues, 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. Days of work are typically Monday through Friday. The hourly schedule can range from 6:00am to 6:00pm. The schedule is subject to change if it is determined additional coverage is needed. What You’ll Do Job Description Professionally engage with Simpro customers, clients and internal stakeholders on a day-to-day basis using the most appropriate methods of customer support and communication, while identifying opportunities to improve software and implementing improvements.

• Deal directly with customers either by telephone, chat support or email.
• Respond promptly to customer inquiries.
• 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 inquiries, comments, and complaints, and record details of actions taken.
• Works with team to ensure all inbound support and sales communications are replied to within 10 minutes during business hours and within 1 hour during evening, weekend or holidays.
• 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 organizational 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 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 Simpro compatibility. Our culture and core values are very important to us: We Are One TeamWe Are Customer CentricWe Are Growth MindedWe Are AccountableWe Celebrate Success Simpro Group and its affiliated companies (Simpro, AroFlo & ClockShark) is an equal opportunity employer, with a best-of-class onboarding program and a very supportive team environment. 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.