Customer Support Technician I: Empathetic, Fast Resolutions

AroFlo Pty Ltd; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Simpro Group is seeking a Customer Support Technician, Level 1 in Melbourne, Australia. The role focuses on delivering timely, customer-centric support for our software products, maintaining detailed case records, and escalating complex issues through proper channels.

You’ll troubleshoot effectively, build product knowledge, and collaborate with internal teams to improve service delivery and customer satisfaction. This is a full-time, on-site position based in Melbourne.

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.
• Ability to troubleshoot technical problems, identify root causes, and document behaviors clearly.

Responsibilities

• Efficiently manage a high volume of inbound support queries via live phone and chat.
• Ensure first contact response and resolution within defined targets.
• Investigate, troubleshoot, and test issues to identify root causes and resolve them.
• Create and update case documents with thorough records of interactions and resolutions.
• Escalate complex issues with comprehensive notes to relevant internal teams.
• Collaborate across teams to resolve escalations and improve customer experience.
• Advise customers on best practices and new functionality to enhance satisfaction.
• Contribute to knowledge base articles to support consistent service delivery.

Skills

Customer service

Communication

Troubleshooting

Stakeholder engagement

Job description

Simpro Group is seeking a Customer Support Technician, Level 1 in Melbourne, Australia. The role focuses on delivering timely, customer-centric support for our software products, maintaining detailed case records, and escalating complex issues through proper channels.

You’ll troubleshoot effectively, build product knowledge, and collaborate with internal teams to improve service delivery and customer satisfaction. This is a full-time, on-site position based in Melbourne.