Customer Support Technician - Rapid Problem Solver

Simpro Software Pty Ltd; City of Melbourne; On-site; AUD 50,000 - 65,000; Full time

Job summary

Simpro Software Pty Ltd in Melbourne is seeking a Customer Support Technician, Level 1, to engage with customers and internal stakeholders, delivering timely, empathetic support that aims to exceed expectations.

You will manage inbound queries via phone or chat, troubleshoot issues, document cases, and collaborate across teams to improve the customer experience. This role emphasizes fast problem-solving and knowledge-building in a cloud-based product suite.

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.
• Self-motivated and proactive, with a demonstrated ability to work independently and use initiative.

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.

Skills

Customer service

Communication

Relationship-building

Phone etiquette

Job description

Simpro Software Pty Ltd in Melbourne is seeking a Customer Support Technician, Level 1, to engage with customers and internal stakeholders, delivering timely, empathetic support that aims to exceed expectations.

You will manage inbound queries via phone or chat, troubleshoot issues, document cases, and collaborate across teams to improve the customer experience. This role emphasizes fast problem-solving and knowledge-building in a cloud-based product suite.