Customer Support Technician: Fast, Cloud Helpdesk

Simpro Software; Melbourne; Presencial; AUD 60.000 - 80.000; Jornada completa

Descripción de la vacante

Simpro Software in Melbourne, Australia seeks a Customer Support Technician, Level 1 to engage customers and internal stakeholders with empathy and a customer-first focus. You will manage high volumes of inquiries by phone or chat, resolve issues quickly, and escalate where needed to ensure a positive service experience.

Ideal candidates will have strong communication, de-escalation, and problem-solving skills, with an eagerness to learn about the product suite and configurations to improve

Formación

• Excellent customer service, communication, and relationship-building skills.
• Polite, confident, and professional telephone manners with a customer-first approach.
• Ability to manage and de-escalate conflict effectively when required.
• Demonstrate an understanding of the supported product suite and can explain how configurations affect results.
• Able to troubleshoot technical problems, identify root causes, and document behaviours accurately.

Responsabilidades

• Manage a high volume of inbound customer support queries via phone or chat.
• Ensure first contact resolution within defined targets.
• Develop expertise on the product suite and configurations.
• Investigate and troubleshoot issues to identify root causes and resolve them.
• Create and update case documents with interactions and resolutions.
• Escalate complex issues with notes to internal teams and guide peers when needed.
• Collaborate across teams to resolve escalations and improve customer experience.
• Advise customers on best practices and new functionality.

Conocimientos

Customer service

Communication

De-escalation

Troubleshooting

Problem solving

Descripción del empleo

Simpro Software in Melbourne, Australia seeks a Customer Support Technician, Level 1 to engage customers and internal stakeholders with empathy and a customer-first focus. You will manage high volumes of inquiries by phone or chat, resolve issues quickly, and escalate where needed to ensure a positive service experience.

Ideal candidates will have strong communication, de-escalation, and problem-solving skills, with an eagerness to learn about the product suite and configurations to improve