Job Description
Job Context
n
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.
n
What You'll Do
n
n
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.
n
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.
n
Ensure first contact response and resolution for customer queries is within defined targets.
n
Develop and maintain expertise relative to the product suite you support, including an understanding of how configurations affect outcomes.
n
Quickly investigate, troubleshoot, and test customer issues to accurately identify root causes, facilitating timely problem resolution.
n
Create and update case documents based on information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
n
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.
n
Escalate complex issues through the appropriate internal channels, providing comprehensive investigation notes and context to support resolution.
n




Where applicable, serve as an escalation point for peers, guiding them through complex cases and ensuring timely, effective resolutions.
n
Collaborate across teams to resolve escalations, track product gaps, and recommend improvements to enhance the customer experience.
n
Advise customers on best practices and new functionality to enhance their experience and drive overall satisfaction.
n
Actively utilize, contribute to, and where applicable create and maintain knowledge base articles to support consistent, high-quality service delivery.
n
Identify opportunities to enhance the software and internal processes, recommending and where applicable contributing to improvements in efficiency and customer experience.
n
Where applicable, mentor and coach peers, sharing knowledge and contributing to onboarding and continuous training efforts.
n
Acts as a resource for the team, helping to coordinate work as required while continuing to deliver individual responsibilities.
n
n
This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group
n
What You'll Bring
n
n
Excellent customer service, communication, and relationship-building skills.
n
Polite, confident, and professional telephone manners with a customer-first approach.
n




Ability to manage and de-escalate conflict effectively when required.
n
Demonstrate an understanding of the supported product suite and can explain how configurations affect results.
n
Able to troubleshoot technical problems, identify root causes, and document application behaviors accurately.
n
A solid understanding of cloud-based technologies and systems.
n
An understanding of or insight into trades industries is highly desirable.
n
Self-motivated and proactive, with a demonstrated ability to work independently and use initiative.
n
An eagerness and enthusiasm to learn, with the ability to learn quickly in a fast-paced environment.
n
Excellent time management and organizational skills, with the ability to manage competing priorities.
n
Strong problem-solving, troubleshooting, and critical questioning abilities.
n
Positive, can-do attitude with a solution-focused mindset.
n
Skilled in stakeholder engagement and relationship management.
n
Contributes to the creation of new procedures and methods within area of expertise.
n
n
Our Core Values
n
n
We Are One Team
n
We Are Customer Centric
n
We Are Growth Minded
n
We Are Accountable
n
We Celebrate Success
n
n
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.
n
Visit
simprogroup.com/au/company/careers
to learn more about us and our values.

📌 Customer Support (South Australia)
🏢 Simpro
📍 South Australia