Customer Support Technician

Simpro Group; Colton; On-site; GBP 28,000 - 36,000; Full time

Job summary

Simpro Group is seeking a Level 2 Customer Support Technician to resolve escalated technical issues from Level 1. You will troubleshoot SaaS platform challenges, own cases through to resolution, and collaborate across departments to deliver timely, effective solutions.

The role demands strong technical knowledge and a proactive, customer-focused approach. You will mentor Level 1 colleagues, contribute to the knowledge base, and help improve support processes while working in a fast-paced, global

Qualifications

• Relevant degree or equivalent work experience desirable.
• Strong communication and problem-solving skills.
• Experience with SaaS platforms and cloud technologies is beneficial.

Responsibilities

• Manage high-volume ticket workstream via case work and occasional live support.
• Take escalations from Level 1 and collaborate with internal teams to resolve complex issues.
• Manage and prioritise the Tier 2 queue to ensure timely resolutions.
• Mentor Level 1 colleagues and share knowledge to improve customer support capabilities.
• Edit, update, and create knowledge base articles to standardise service delivery.
• Troubleshoot and resolve moderate to advanced technical problems with autonomy.

Job description

As a Level 2 Customer Support Technician, you'll play a key role in resolving complex technical issues that have been escalated from our Level 1 Support team. You'll work closely with colleagues across the business to deliver timely, effective solutions, while helping to continuously improve our support processes and knowledge base. Using your strong technical expertise across the Simpro Group product suite, you'll troubleshoot a wide range of customer challenges, take ownership of issues through to resolution, and operate with a high degree of autonomy. You'll also support the development of those around you by sharing knowledge, mentoring team members and contributing to a culture of continuous learning and improvement.,

• Efficiently manage and prioritize a high-volume ticket workstream primarily via case work (and occasional live phone or chat to meet business needs), collaborating with customers to identify and resolve complex software-related issues, providing timely and effective solutions.
• Actively review support queues for additional cases to resolve, managing case backlog consistently to prevent aged items.
• Take on escalations from the Level 1 team and collaborate with internal departments to identify and implement appropriate solutions for complex and challenging customer issues.
• Manage and monitor the Tier 2 case queue, ensuring cases are appropriately assigned, prioritized, and resolved in a timely manner.
• Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of customer enquiries and support issues.
• Conduct spot checks on resource channels to identify any issues causing delays for customers in reaching support, ensuring a smooth and efficient customer support experience.
• Provide guidance, support, and training to Level 1 Customer Support Technicians, helping them resolve customer enquiries and navigate complex issues.
• Support customers who require additional assistance or training, identifying and addressing their specific needs with professionalism and empathy.
• Work closely with support agents to identify product gaps based on case interactions, contributing to product improvement initiatives.
• Actively edit, update, link, and create knowledge base articles to support consistent, accurate service delivery across the team.
• Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues.
• Troubleshoot and drive resolution of moderate to advanced technical problems based on precedent, proven practices, and advanced domain and systems knowledge.
• Assist with internal onboarding training for new support team members and provide additional product training as needed to ensure the team is well-prepared to support customers effectively.Technically minded individual with proven experience in SaaS platforms and a solid understanding of cloud-based technologies and systems.
• Strong understanding of the architecture of the supported application, with growing mastery of moderately complex to advanced tasks within the role.
• Understands the standard to moderate impact of configurations; able to troubleshoot common to complex technical problems and articulate resolutions clearly based on existing and developing knowledge.
• Working towards deeper understanding of a secondary module and able to identify how it interacts with the primary area of focus.
• Able to log engineering escalation tickets and, where applicable, work collaboratively to support their approval and resolution.
• Proficiency with tools, systems, and procedures required for day-to-day operations; consults with more senior staff on the most complex technical issues as needed.
• Requires deeper functional skills across a specialized range of technical work procedures and processes.
• Excellent customer service, communication, and relationship-building skills, including at senior stakeholder level.
• Strong ability to manage high-volume workloads and multiple priorities in a fast-paced, ever-changing environment.
• Highly flexible and responsive, with the ability to operate effectively across multiple global time zones.
• Collaborative team player with a positive, inclusive attitude and a good understanding of or insight into trades industries.
• Self-starter with a strong track record of using initiative to drive continuous improvement, showing eagerness and enthusiasm to acquire new skills.
• Exceptional time management and organizational skills with a meticulous commitment to attention to detail.
• Advanced problem-solving, troubleshooting, and critical thinking skills, with a proactive, solutions-oriented, can-do attitude.
• Able to work independently on common and repeatable issues; works collaboratively with guidance on the most complex or novel situations.
• Documents, articulates issues, and steps taken to troubleshoot in a clear and thorough manner.
• A relevant degree or equivalent work experience is desirable.