Join Our Talent Community - Customer Support Representative

Overview

Join Our Team in 2025! We\’re gearing up for an exciting year ahead and are looking to fill several key positions for 2025. If you\’re ready to take the next step in your career and join a forward-thinking team, we’d love to hear from you. Check out the CSR role below and if interested, apply to be part of our journey! If your skills and experiences are a fit for our role, one of our recruiters will reach out to chat more about the opportunity and share more about our hiring timeline.

As a Customer Support Representative you will professionally engage with Simpro Group customers, clients and internal stakeholders on a day-to-day basis by using the most appropriate methods of customer support and communication, while identifying opportunities to improve software and implementing. In this role you will provide technical support, answer questions, check billing issues, and more. This is a full-time salaried position. Days of work are typically Monday through Friday with various shifts available. The schedule is subject to change if it is determined additional coverage is needed.

What You’ll Do

• Deal directly with customers either by telephone, chat support or email.
• Respond promptly to customer inquiries.
• Listen to customers’ questions and concerns, and provide answers or responses.
• Provide information about products and services.
• Direct requests and unresolved issues to the designated resource.
• Keep records of customer interactions and transactions, record details of inquiries, comments, and complaints, and record details of actions taken.
• Work with the team to ensure all inbound support and sales communications are replied to within 10 minutes during business hours and within 1 hour during evenings, weekends or holidays.
• Maintain a positive, enthusiastic helping tone at all times.
• Look for and suggest potential process improvement items in an effort to help move the entire company forward.
• Perform in a manner that will prevent errors and omissions.
• Provide advisory support and assistance to the department supervisor as needed.
• Participate in additional learning or educational activities to stay up-to-date on the latest developments, trends, and regulations in the SaaS industry.
• Provide administrative assistance and support.
• Other duties as assigned.

What You’ll Bring

• Excellent customer service skills, communication, negotiation and relationship building skills
• The ability to empathise and understand the needs of clients
• A polite and friendly telephone manner
• A self-starter and demonstrating resourcefulness and ability to use initiative
• Someone with troubleshooting, problem solving and effective questioning skills
• An eagerness and enthusiasm to learn, along with the ability to learn quickly
• Good personal time management and organizational skills, with the ability to handle multiple priorities and changing schedules
• An understanding or insight into trades industries would be a big advantage
• A good understanding of cloud based technologies and systems

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 an uncapped 5% employer contribution
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• 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 cash back scheme
• Casual dress and relaxed office environment
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Service recognition awards
• Click here to find out more about working at Simpro Group!

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/Resumer.

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.