At a Glance
- Tasks: Provide top-notch support to customers via phone and chat, ensuring a seamless experience.
- Company: Join a fun and progressive tech company with a supportive team culture.
- Benefits: Generous leave, private health insurance, flexible work options, and career development opportunities.
- Other info: Enjoy a relaxed office vibe and diverse training opportunities for growth.
- Why this job: Make a real difference by helping customers thrive on our innovative platform.
- Qualifications: Previous customer support experience and excellent communication skills are a plus.
The predicted salary is between 30000 - 42000 € per year.
The Customer Support Representative sits at the heart of our support team, acting as the first point of contact for our customers. In this role, you'll work closely with both customers and internal teams to provide timely, professional support, helping users get the most out of the BigChange platform while ensuring a positive and seamless experience.
Location: Leeds (LS15), on-site.
What You'll Do
- Efficiently handle high volume inbound customer support queries via live phone and/or chat, ensuring that support inquiries and software-related issues are addressed in a timely and effective manner, developing expertise in the Product area you support.
- Uphold high customer service standards by ensuring that each interaction is customer‐centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction.
- Ensure first contact response and resolution for non‐complex customer queries is within defined targets.
- Develop expertise relative to the Product suite you support.
- Create and update case documents based on the 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 our internal escalation channels to our Senior CSRs, ensuring that they receive the necessary information to address and resolve these issues promptly.
What You'll Bring
- Previous experience in a similar role is highly desirable.
- Excellent communication and relationship building skills.
- A polite and friendly telephone manner.
- An eagerness and enthusiasm to learn, along with the ability to learn quickly.
- Good time management and organisational skills.
- Upbeat and proactive can‐do attitude.
- Ability to demonstrate an understanding of supported product/suite of focus and can explain how configurations affect results.
- Able to demonstrate troubleshooting abilities by grasping the situation and knowing what part of the application is the likely root cause (profiles, settings, actions/workflows).
- Able to utilise knowledge base articles.
- An understanding or insight into trades industries would be advantageous.
- A good understanding of cloud based technologies and systems would be advantageous.
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.
- Enjoy up to 4 weeks a year of flexible 'Work from Anywhere'!
- 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.
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 Representative in Leeds employer: Simpro Software
At BigChange, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Leeds that fosters collaboration and personal growth. Our generous benefits package, including private health insurance, flexible working options, and a strong commitment to employee development, ensures that our Customer Support Representatives thrive both professionally and personally. Join us to be part of a supportive team that values your contributions and celebrates success together.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Representative in Leeds
✨Tip Number 1
Get to know the company inside out! Research their values, products, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries, it's crucial to sound friendly and professional. Try role-playing with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Be proactive during interviews! If you have ideas on how to improve customer support or enhance user experience, share them. This shows initiative and that you're already thinking about how to contribute positively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're tech-savvy and know how to navigate online platforms, which is a big plus for a Customer Support Representative.
We think you need these skills to ace Customer Support Representative in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Support Representative role. Highlight any relevant experience and skills that match what we're looking for, like communication skills and customer service experience.
Show Your Personality:We want to see your personality shine through in your application! Use a friendly tone and let us know why you're excited about this role and how you can contribute to our team.
Be Specific About Your Experience:When detailing your previous roles, be specific about your responsibilities and achievements. Mention any experience with high-volume support queries or troubleshooting, as these are key to the position.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at Simpro Software
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of the BigChange platform and its features. Familiarise yourself with common customer queries and how to troubleshoot them. This will not only show your enthusiasm but also demonstrate your ability to provide effective support.
✨Showcase Your Communication Skills
As a Customer Support Representative, excellent communication is key. Practice articulating your thoughts clearly and concisely. During the interview, be sure to listen actively and respond thoughtfully to questions, showcasing your polite and friendly manner.
✨Emphasise Your Customer-Centric Approach
Highlight your experience in providing exceptional customer service. Share specific examples of how you've gone above and beyond to exceed customer expectations. This will align with the company's core value of being customer-centric and show that you understand the importance of a positive customer experience.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss scenarios where you've successfully resolved issues or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will illustrate your troubleshooting abilities and proactive attitude, which are crucial for this role.
