Customer Support Representative, Level 1

Job Context

The Customer Support Representative is at the frontline of our customer support team, providing professional engagement with Simpro Group customers, and internal stakeholders.

• Efficiently manage and prioritize a high volume ticket workstream via live phone and chat (and occasional case work to meet business needs) and collaborate with customers to identify and resolve software‑related issues, providing timely and effective solutions.
• Ensure first contact response and resolution for non‑complex customer queries is within defined targets.
• Serve as the first point of escalation for CSRs, providing guidance, assist in handling more complex customer cases and, identifying opportunities to enhance the software, contributing to its improvement.
• Take on more challenging cases from CSRs, quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, create and update case documents based on information identified during troubleshooting, and initiate JIRA tickets into Tier 2 as needed.
• Uphold high customer service standards by ensuring that each interaction is customer‑centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction.
• Quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, facilitating problem resolution.
• Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
• Proactively identify technical issues with the software and accurately report them through our internal escalation channels, ensuring that our technical teams receive the necessary information to address and resolve these issues promptly.
• Provides solutions to atypical problems based on precedent or proven practices/procedures; recommends changes to improve efficiency
• Gathers information to identify and solve problems that arise with little or no precedent; defines and recommends process improvements
• Occasionally engages in system issues or escalated situations
• Occasionally acts as an informal resource for team members with less experience
• This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.

• Excellent customer service, communication and relationship building skills
• A polite and friendly telephone manner
• A self‑starter with a demonstrated ability to use own initiative
• An eagerness and enthusiasm to learn, along with the ability to learn quickly
• Excellent time management and organizational skills
• Strong problem solving, trouble shooting and questioning skills
• Upbeat and proactive can‑do attitude
• A good understanding or insight into trades industries is highly desirable.
• A solid understanding of cloud‑based technologies and systems
• Committed to expanding knowledge in application supported, understands large‑scale impact of configurations.
• Able to troubleshoot moderately complex problems and explain the "why".
• Is able to effectively identify and document inconsistency in application behaviour
• Ability to cross trains in secondary module and demonstrate basic understanding and troubleshooting skills.
• Has become agile in learning on the fly in our fast‑paced environment
• Actively edits, updates, and creates knowledge base articles
• Requires specialized skills or proficiency in a range of work procedures or processes
• Up to 2 years of related experience in a similar role or high volume contact centre environment

• Responsible Time Off
• Comprehensive medical, dental, vision package with 100% employer paid options
• Additional benefits including Health Savings Account;
  Flexible Spending Account;
  Critical Illness Insurance;
  Hospital Insurance;
  Accident Insurance;
  Life Insurance and AD&D; and Disability Insurance available to purchase.
• Wellness Challenge App, Diabetes Prevention App, and Health Hub App
• 401k/Retirement Plan with 6% employer match
• 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…