Customer Support Technician: Fast, Friendly Help

Simpro Group; City of Melbourne; On-site; AUD 55,000 - 68,000; Full time

Job summary

Simpro Group is seeking a Customer Support Technician, Level 1 in Melbourne to manage high volumes of inbound queries via phone or chat, ensuring timely and effective software issue resolution. The role focuses on customer-centric interactions, documentation, and collaboration across teams to improve the customer experience.

The ideal candidate demonstrates strong communication, de-escalation skills, and a solid understanding of cloud-based tech, with a proactive, independent work style and a

Qualifications

• 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 application behaviors accurately.
• A solid understanding of cloud-based technologies and systems.
• An understanding of or insight into trades industries is highly desirable.
• Self-motivated and proactive, with a demonstrated ability to work independently and use initiative.
• An eagerness and enthusiasm to learn, with the ability to learn quickly in a fast-paced environment.
• Excellent time management and organizational skills, with the ability to manage competing priorities.
• Strong problem-solving, troubleshooting, and critical questioning abilities.
• Positive, can-do attitude with a solution-focused mindset.
• Skilled in stakeholder engagement and relationship management.
• Contributes to the creation of new procedures and methods within area of expertise.

Responsibilities

• Efficiently manage and prioritize a high volume of inbound customer support queries via live phone and/or chat, ensuring support enquiries and software-related issues are addressed in a timely and effective manner.
• Uphold high customer service standards by ensuring each interaction is customer-centric, empathetic, and aimed at exceeding customer expectations, striving to provide a positive and memorable experience in every interaction.
• Ensure first contact response and resolution for customer queries is within defined targets.
• Develop and maintain expertise relative to the product suite you support, including an understanding of how configurations affect outcomes.
• Quickly investigate, troubleshoot, and test customer issues to accurately identify root causes, facilitating timely problem resolution.
• Create and update case documents based on 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 internal escalation channels, ensuring technical teams receive the necessary information to address and resolve issues promptly.
• Escalate complex issues through the appropriate internal channels, providing comprehensive investigation notes and context to support resolution.
• Where applicable, serve as an escalation point for peers, guiding them through complex cases and ensuring timely, effective resolutions.
• Collaborate across teams to resolve escalations, track product gaps, and recommend improvements to enhance the customer experience.
• Advise customers on best practices and new functionality to enhance their experience and drive overall satisfaction.
• Actively utilize, contribute to, and where applicable create and maintain knowledge base articles to support consistent, high-quality service delivery.
• Identify opportunities to enhance the software and internal processes, recommending and where applicable contributing to improvements in efficiency and customer experience.
• Where applicable, mentor and coach peers, sharing knowledge and contributing to onboarding and continuous training efforts.
• Acts as a resource for the team, helping to coordinate work as required while continuing to deliver individual responsibilities.

Skills

Customer service

Communication

De-escalation

Troubleshooting

Cloud basics

Stakeholder engagement

Job description

Simpro Group is seeking a Customer Support Technician, Level 1 in Melbourne to manage high volumes of inbound queries via phone or chat, ensuring timely and effective software issue resolution. The role focuses on customer-centric interactions, documentation, and collaboration across teams to improve the customer experience.

The ideal candidate demonstrates strong communication, de-escalation skills, and a solid understanding of cloud-based tech, with a proactive, independent work style and a