Offer summary

Qualifications:

Excellent communication and relationship-building skills., Eagerness and enthusiasm to learn quickly., Good time management and organizational skills., Understanding of cloud-based technologies and systems is advantageous..

Key responsibilities:

Handle high volume inbound customer support queries via phone and chat.

Maintain high customer service standards by providing empathetic, customer-centric interactions.

Create and update case documents, and record customer interactions and resolutions.

Identify and report technical issues with the software to internal teams.

Job description

First Things First - What We Can Offer You

Responsible Time Off
Comprehensive medical, dental, vision package with 100% employer paid options
401k/Retirement Plan with 6% employer match
Generous Parental Leave Program
Home Office Allowance
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
Talent Referral Program – get rewarded for referring a friend to join our team!
Flexible work environment
Diverse training & internal networking opportunities across all of our product lines
Opportunities for career progression and development
For in-office roles in Broomfield, CO we offer a dog friendly environment, happy hours and office games, and free parking
Check out our website for more about working at Simpro Group https://www.simprogroup.com/company/careers

The Job

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

What You’ll Do

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 Sr.CSRs, ensuring that they receive the necessary information to address and resolve these issues promptly.
This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.

What You’ll Bring

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 organizational skills.
Upbeat and proactive can-do attitude.
Ability to demonstrates 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 utilize 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.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide 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.

So, if you'd like to join a fun and progressive organization where there are opportunities to develop your career, please apply now with your CV/resume.

*Please note, no agencies will be accepted in the recruitment of this role. Remote positions are only open to candidates residing in AL, AZ, CA, CO, FL, GA, HI, IL, IN, KY, MA, MN, MO, NJ, NM, NY, OH, OR, PA, RI, SC, TX, WA. Due to legal, tax, and business considerations, we are unable to hire outside these locations at this time. We would like to take this opportunity to thank all candidates for their application. Only candidates who meet the criteria above will be contacted for an interview.

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