Customer Support Representative

The Simpro Group Pty Ltd; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the software industry is looking for a Customer Support Representative to provide world-class service and technical support. This entry-level position requires strong problem-solving and communication skills, with opportunities for career progression and a supportive work environment. The role involves troubleshooting customer issues and maintaining high satisfaction levels.

Benefits

Generous annual leave entitlement

Private Health Insurance

Employee Assistance Programme

Life Insurance

Company pension scheme

Flexible working environment

Opportunities for career progression

Qualifications

• 1+ years of experience in a support role, preferably in a software environment.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Excellent communication skills, both written and verbal.

Responsibilities

• Troubleshoot and diagnose hardware and software issues.
• Take ownership of customer issues through to resolution.
• Support customers with training, issues, and requests.

Skills

Problem-solving

Communication

Customer-oriented mindset

Tools

Ticket management systems

Communication tools

Job description

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First Things First - What We Can Offer You

• A generous annual leave entitlement plus a personal leave entitlement
• Private Health Insurance
• Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
• Life Insurance
• Company pension scheme, with 5% employer contribution
• Generous Parental Leave Program
• Home Office Allowance
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• Talent Referral Programme – get rewarded for referring a friend to join our team!
• Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
• Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
• A discounts and cashback scheme
• Flexible working environment
• Casual dress and relaxed office environment
• Happy hours and office games
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions

The Job

As 1st Line support, you’ll be the professional friendly voice of BigChange, providing world-class customer service, troubleshooting, and technical support.

We’ll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet and exceed their expectations.

You’ll share your expert knowledge for BigChange products and services as you build relationships with customers and colleagues.

A simple "How do I" coaching a customer through a more complex requirement, or troubleshooting a technical challenge, you’ll help save someone’s day.

What You’ll Do

• Troubleshoot and diagnose hardware and software issues.
• Take ownership of customer issues through to resolution including coordination between multiple teams and platforms providing timely updates throughout.
• Prioritise and manage your busy ticket workstream.
• Ensure no delay in investigation is caused by capturing the correct required details / examples.
• You may be the whistleblower and get the first call of a wider issue, or identify a trend that requires escalation.
• Be conversant with the fast-paced roll-out of new app versions and system updates.
• Utilise all tools at hand, provide screenshots and screenshares to gain a greater understanding of the customers report.
• Meet and beat KPIs as set.
• Consistently mentor, upskill and knowledge share with your team colleagues and wider business as required.
• Be the greatest advocate for your customer.
• Support customers with training, issues, and requests.
• Provide prompt, clear, and accurate feedback to customers within SLA.
• Establish great working relationships with customers, colleagues, and suppliers.
• Identify and assess customers’ needs to achieve satisfaction.

What You’ll Bring

• 1+ years of experience in a support role, preferably in a software environment.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Excellent communication skills, both written and verbal.
• Proficiency in using ticket management systems (e.g., Jira) and communication tools (e.g., Slack).
• Ability to work independently and manage time effectively in a fast-paced environment.
• Customer-oriented mindset with a focus on delivering high-quality support.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV and covering letter.

Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other
• Industries
• Software Development

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