Customer Support Representative

Job Context

The Customer Support Representative sits at the heart of our support team, acting as the first point of contact for our customers. In this role, you’ll work closely with both customers and internal teams to provide timely, professional support, helping users get the most out of the Big Change platform while ensuring a positive and seamless experience.

Location:

Leeds (LS15), on-site.

• Efficiently handle high volume inbound customer support queries via live phone and/or chat, ensuring that support inquiries and software-related issues are addressed in a timely and effective manner, developing expertise in the Product area you support.
• 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.
• Ensure first contact response and resolution for non‑complex customer queries is within defined targets.
• Develop expertise relative to the Product suite you support.
• 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 to our Senior CSRs, ensuring that they receive the necessary information to address and resolve these issues promptly.

• Previous experience in a similar role is highly desirable.
• Excellent communication and relationship building skills.
• A polite and friendly telephone manner.
• An eagerness and enthusiasm to learn, along with the ability to learn quickly.
• Good time management and organisational skills.
• Upbeat and proactive can‑do attitude.
• Ability to demonstrate an understanding of supported product/suite of focus and can explain how configurations affect results.
• Able to demonstrate troubleshooting abilities by grasping the situation and knowing what part of the application is the likely root cause (profiles, settings, actions/workflows).
• Able to utilise knowledge base articles.
• An understanding or insight into trades industries would be advantageous.
• A good understanding of cloud based technologies and systems would be advantageous.

• A generous annual leave entitlement plus a personal leave entitlement
• Private Health Insurance
• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
• Life Insurance
• Company pension scheme, with an uncapped 5% employer contribution
• 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 Referral Programme – get rewarded for referring a friend to join our team!
• Cycle scheme, a salary sacrifice to treat yourself to a bike & equipment
• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
• A discounts and cash back scheme
• Casual dress and relaxed office environment
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Service recognition awards

• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success

Simpro, Aro Flo, Big Change & Clock Shark are equal opportunity employers with a best‑of‑class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non‑performance factor.

If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV/Resumer.

Please note:

no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.