Customer Support Technician – 1st Line (Melbourne)

Simpro Group; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Simpro Group is seeking a Customer Support Technician, Level 1, to engage professionally with customers and internal stakeholders in Melbourne. You will manage high-volume inquiries via live phone and chat, troubleshoot software issues, and document cases to ensure first-contact resolution.

You will develop product expertise, report recurring issues, and contribute to improving customer experience through collaboration, training, and knowledge base updates.

Qualifications

• Excellent customer service and communication skills.
• Ability to de-escalate conflicts and maintain customer-focused approach.
• Strong problem-solving and troubleshooting abilities.

Responsibilities

• Handle high volume inbound customer support via phone and chat.
• Provide timely, accurate product guidance and issue resolution.
• Document cases and update knowledge base with learnings.
• Escalate complex issues with thorough notes to technical teams.
• Collaborate with cross-functional teams to improve customer experience.
• Mentor peers and contribute to onboarding and training as needed.

Skills

Customer service

Communication

Empathy

Problem solving

Time management

Stakeholder management

Job description

Simpro Group is seeking a Customer Support Technician, Level 1, to engage professionally with customers and internal stakeholders in Melbourne. You will manage high-volume inquiries via live phone and chat, troubleshoot software issues, and document cases to ensure first-contact resolution.

You will develop product expertise, report recurring issues, and contribute to improving customer experience through collaboration, training, and knowledge base updates.