Cloud Helpdesk Technician — Customer Support Pro

Simpro Software; City of Whitehorse; On-site; AUD 60,000 - 75,000; Full time

Job summary

Simpro Group is seeking a Customer Support Technician, Level 1 in Victoria, Australia. You will engage with customers via phone or chat, manage high-volume queries, and deliver timely, empathetic support that aligns with our customer-centric approach.

You will develop product expertise, investigate issues, document resolutions, escalate when needed, and collaborate with cross-functional teams to improve the customer experience.

Qualifications

• Exemplary customer service and communication skills.
• Ability to troubleshoot technical problems and identify root causes.
• Experience with cloud-based technologies.
• Ability to de-escalate conflicts and maintain professionalism.
• Strong documentation and case-management skills.

Responsibilities

• Efficiently manage and prioritize a high volume of inbound customer support queries via live phone and/or chat.
• Deliver timely and effective support that is customer-centric and empathetic.
• Achieve first contact resolution within defined targets.
• Develop product expertise and understand how configurations affect outcomes.
• Investigate, troubleshoot, and test issues to identify root causes.
• Create and update case documents with thorough interaction records.
• Report technical issues through escalation channels with complete notes.
• Escalate complex issues and guide peers through resolution.
• Collaborate across teams to resolve escalations and improve the customer experience.
• Advise customers on best practices and new functionality.
• Contribute to knowledge base articles and onboarding efforts.

Skills

Customer service

Communication

Troubleshooting

Cloud-based tech

De-escalation

Stakeholder engagement

Job description

Simpro Group is seeking a Customer Support Technician, Level 1 in Victoria, Australia. You will engage with customers via phone or chat, manage high-volume queries, and deliver timely, empathetic support that aligns with our customer-centric approach.

You will develop product expertise, investigate issues, document resolutions, escalate when needed, and collaborate with cross-functional teams to improve the customer experience.