At a Glance
- Tasks: Provide top-notch customer support via phone and chat, resolving queries efficiently.
- Company: Join a fun and progressive tech company with a supportive team culture.
- Benefits: Enjoy competitive pay, career development opportunities, and a welcoming environment.
- Other info: Great opportunities for growth and learning in a dynamic workplace.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
The predicted salary is between 25650 - 31350 £ per year.
The Customer Support Technician, Level 1 provides professional engagement with customers and internal stakeholders. Building upon product knowledge and technical capability, they deliver timely and effective support that is customer-centric, empathetic, and focused on exceeding customer expectations.
What You’ll Do
- 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.
- Create and update case documents based on information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
- Proactively identify technical issues with the software and accurately report them through internal escalation channels, ensuring technical teams receive the necessary information to address and resolve issues promptly.
- Escalate complex issues through the appropriate internal channels, providing comprehensive investigation notes and context to support resolution.
- Where applicable, serve as an escalation point for peers, guiding them through complex cases and ensuring timely, effective resolutions.
- Collaborate across teams to resolve escalations, track product gaps, and recommend improvements to enhance the customer experience.
- Advise customers on best practices and new functionality to enhance their experience and drive overall satisfaction.
- Actively utilize, contribute to, and where applicable create and maintain knowledge base articles to support consistent, high-quality service delivery.
- Identify opportunities to enhance the software and internal processes, recommending and where applicable contributing to improvements in efficiency and customer experience.
- Where applicable, mentor and coach peers, sharing knowledge and contributing to onboarding and continuous training efforts.
- Acts as a resource for the team, helping to coordinate work as required while continuing to deliver individual responsibilities.
What You’ll Bring
- 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.
- Able to troubleshoot technical problems, identify root causes, and document application behaviors accurately.
- A solid understanding of cloud-based technologies and systems.
- An understanding of or insight into trades industries is highly desirable.
- Self-motivated and proactive, with a demonstrated ability to work independently and use initiative.
- An eagerness and enthusiasm to learn, with the ability to learn quickly in a fast-paced environment.
- Excellent time management and organizational skills, with the ability to manage competing priorities.
- Strong problem-solving, troubleshooting, and critical questioning abilities.
- Positive, can-do attitude with a solution-focused mindset.
- Skilled in stakeholder engagement and relationship management.
- Contributes to the creation of new procedures and methods within area of expertise.
Our Core Values
- 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/Resume.
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.
Customer Support Technician in Leeds employer: Simpro Group
Simpro Group is an exceptional employer located in the vibrant city of Leeds, offering a dynamic work culture that prioritises teamwork, customer-centricity, and personal growth. As a Sales Specialist, you will benefit from a robust onboarding programme and a supportive environment that encourages professional development, while also enjoying the unique advantage of being part of a company that values diversity and celebrates success. With opportunities to engage directly with customers and drive product adoption, this role promises meaningful and rewarding employment for those looking to make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Technician in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Simpro Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Simpro Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Technician in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Simpro Group:Your cover letter is your chance to shine! Tell us why you want to work at Simpro Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Simpro Group!
How to prepare for a job interview at Simpro Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
