Job Description

Job Context

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The Customer Support Technician, Level 1 provides qualified engagement with customers and internal stakeholders. Building upon product knowledge and technical capability, they deliver timely and effective support that is customer-centric, empathetic, and focused on exceeding customer expectations.

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What You'll Do

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- Efficiently manage and prioritize a high volume of inbound customer support queries via live phone and/or chat, ensuring support enquiries and software-related issues are addressed in a timely and effective manner.
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- Uphold high customer service standards by ensuring each interaction is customer-centric, empathetic, and aimed at exceeding customer expectations, striving to provide a positive and memorable experience in every interaction.
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- Ensure first contact response and resolution for customer queries is within defined targets.
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- Develop and maintain expertise relative to the product suite you support, including an understanding of how configurations affect outcomes.
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- Quickly investigate, troubleshoot, and test customer issues to accurately identify root causes, facilitating timely problem resolution.
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- Create and update case documents based on information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
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- Proactively identify technical issues with the software and accurately report them through internal escalation channels, ensuring technical teams receive the necessary information to address and resolve issues promptly.
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- Escalate complex issues through the appropriate internal channels, providing comprehensive investigation notes and context to support resolution.
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- Where applicable, serve as an escalation point for peers, guiding them through complex cases and ensuring timely, effective resolutions.
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- Collaborate across teams to resolve escalations, track product gaps, and recommend improvements to enhance the customer experience.
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- Advise customers on best practices and new functionality to enhance their experience and drive overall satisfaction.
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- Actively utilize, contribute to, and where applicable create and maintain knowledge base articles to support consistent, high-quality service delivery.
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- Identify opportunities to enhance the software and internal processes, recommending and where applicable contributing to improvements in efficiency and customer experience.
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- Where applicable, mentor and coach peers, sharing knowledge and contributing to onboarding and continuous training efforts.
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- Acts as a resource for the team, helping to coordinate work as required while continuing to deliver individual responsibilities.
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This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group

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What You'll Bring

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- Excellent customer service, communication, and relationship-building skills.
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- Polite, confident, and professional telephone manners with a customer-first approach.
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- Ability to manage and de-escalate conflict effectively when required.
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- Demonstrate an understanding of the supported product suite and can explain how configurations affect results.
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- Able to troubleshoot technical problems, identify root causes, and document application behaviors accurately.
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- A solid understanding of cloud-based technologies and systems.
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- An understanding of or insight into trades industries is highly desirable.
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- Self-motivated and proactive, with a demonstrated ability to work independently and use initiative.
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- An eagerness and enthusiasm to learn, with the ability to learn quickly in a rapid-paced environment.
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- Excellent time management and organizational skills, with the ability to manage competing priorities.
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- Strong problem-solving, troubleshooting, and critical questioning abilities.
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- Positive, can-do attitude with a solution-focused mindset.
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- Skilled in stakeholder engagement and relationship management.
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- Contributes to the creation of recent procedures and methods within area of expertise.
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Our Core Values

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- We Are One Team
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- We Are Customer Centric
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- We Are Growth Minded
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- We Are Accountable
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- We Celebrate Success
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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.

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Visit simprogroup.com/au/company/careers to learn more about us and our values.

📌 Customer Support (Williamstown)
🏢 Simpro
📍 Williamstown