SaaS Support Technician II – Complex Issues

Simpro Software; Leeds; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Generous annual leave entitlement

Private Health Insurance

Life Insurance

Company pension scheme with uncapped employer contribution

Paid Volunteer Leave Days

Opportunities for career progression

Job summary

Simpro Software is looking for a Customer Support Technician, Level 2 to resolve complex technical issues and collaborate with various departments for effective solutions. This role requires strong technical knowledge and excellent customer service skills.

Key responsibilities include managing ticket workloads, providing training to Level 1 technicians, and actively participating in product improvement initiatives. Strong experience in SaaS platforms and problem-solving capabilities are required.

Qualifications

• Technically minded with proven experience in SaaS platforms and cloud-based technologies.
• Strong communication and relationship-building skills.
• Excellent customer service and problem-solving abilities.

Responsibilities

• Resolve complex technical issues escalated from the Level 1 team.
• Manage and prioritize ticket workstreams effectively.
• Collaborate with internal departments to implement solutions.

Skills

Experience in SaaS platforms

Understanding of cloud-based technologies

Customer service skills

Problem-solving and troubleshooting

Ability to manage high-volume workloads

Communication skills

Organizational skills

Education

Relevant degree or equivalent experience

Job description

Simpro Software is looking for a Customer Support Technician, Level 2 to resolve complex technical issues and collaborate with various departments for effective solutions. This role requires strong technical knowledge and excellent customer service skills.

Key responsibilities include managing ticket workloads, providing training to Level 1 technicians, and actively participating in product improvement initiatives. Strong experience in SaaS platforms and problem-solving capabilities are required.