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Customer Support Representative
Apply at locations: Eight Mile Plains, Queensland, Australia
Time Type: Full time
Posted on: Posted 2 Days Ago
Job Requisition ID: JR100969
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.
This 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
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.
Work with the team to ensure all inbound support and sales communications are replied to within 10 minutes during business hours and within 1 hour during evenings, weekends, or holidays.
Maintain a positive, enthusiastic helping tone at all times.
Look for and suggest potential process improvement items in an effort to help move the entire company forward.
Perform in a manner that will prevent errors and omissions.
Provide advisory support and assistance to the department supervisor as needed.
Participate 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.
Provide 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 empathize and understand the needs of clients.
A polite and friendly telephone manner.
A self-starter demonstrating resourcefulness and the ability to use initiative.
Strong 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 Team
We Are Customer Centric
We Are Growth Minded
We Are Accountable
We 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 cultural 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.
Welcome
Welcome to Simpro! Together with ClockShark and AroFlo, we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together!
About Us
Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises three industry-leading companies, Simpro, AroFlo, and ClockShark, with offices across North America, Australia, New Zealand, and the UK. Simpro and AroFlo provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions. Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees.
Ready to transform your business? Explore our products at simprogroup.com, aroflo.com, and clockshark.com.
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