Tech Support Specialist – Customer-Focused

Simpro Group; Leeds; Hybride; GBP 25 000 - 34 000; Plein temps

Résumé du poste

Simpro Group in Leeds is seeking a Customer Support Technician to join our busy support team. You will handle high volumes of inbound queries via phone and chat, diagnose issues, document solutions, and contribute to knowledge base articles to improve service delivery.

Working in a fast-paced environment, you will develop product expertise, assist with escalations, and help customers maximize value from our cloud-based software solutions, aligning with our customer-centric approach.

Qualifications

• Excellent customer service and relationship-building abilities.
• Ability to de-escalate conflicts while staying professional.
• Troubleshoot technical problems and document behaviors accurately.
• Solid understanding of cloud-based technologies.
• Willingness to learn quickly in a fast-paced environment.

Responsabilités

• Handle high volume inbound queries via phone and chat.
• Investigate, diagnose, and resolve customer issues promptly.
• Document cases and updates to knowledge base.
• Escalate complex issues with context to technical teams.
• Collaborate across teams to improve customer experience.

Connaissances

Customer service

Communication

Troubleshooting

Cloud-based technologies

Stakeholder engagement

Description du poste

Simpro Group in Leeds is seeking a Customer Support Technician to join our busy support team. You will handle high volumes of inbound queries via phone and chat, diagnose issues, document solutions, and contribute to knowledge base articles to improve service delivery.

Working in a fast-paced environment, you will develop product expertise, assist with escalations, and help customers maximize value from our cloud-based software solutions, aligning with our customer-centric approach.