At a Glance
- Tasks: Resolve complex technical issues and collaborate with teams to deliver effective solutions.
- Company: Join a fun, progressive tech company focused on growth and teamwork.
- Benefits: Enjoy generous leave, private health insurance, and a relaxed office vibe.
- Other info: Great opportunities for career progression and diverse training available.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience with SaaS platforms and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Support Technician, Level 2 is focused on resolving complex technical issues escalated from the Level 1 team. They collaborate with internal departments to deliver timely and effective solutions, contribute to knowledge and process improvement, and help develop the capability of those around them. They bring strong technical knowledge of the Simpro Group product suite and operate with a high degree of autonomy and initiative.
What You’ll Do
- Efficiently manage and prioritize a high-volume ticket workstream primarily via case work (and occasional live phone or chat to meet business needs), collaborating with customers to identify and resolve complex software-related issues, providing timely and effective solutions.
- Actively review support queues for additional cases to resolve, managing case backlog consistently to prevent aged items.
- Take on escalations from the Level 1 team and collaborate with internal departments to identify and implement appropriate solutions for complex and challenging customer issues.
- Manage and monitor the Tier 2 case queue, ensuring cases are appropriately assigned, prioritized, and resolved in a timely manner.
- Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of customer enquiries and support issues.
- Conduct spot checks on resource channels to identify any issues causing delays for customers in reaching support, ensuring a smooth and efficient customer support experience.
- Provide guidance, support, and training to Level 1 Customer Support Technicians, helping them resolve customer enquiries and navigate complex issues.
- Support customers who require additional assistance or training, identifying and addressing their specific needs with professionalism and empathy.
- Work closely with support agents to identify product gaps based on case interactions, contributing to product improvement initiatives.
- Actively edit, update, link, and create knowledge base articles to support consistent, accurate service delivery across the team.
- Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues.
- Troubleshoot and drive resolution of moderate to advanced technical problems based on precedent, proven practices, and advanced domain and systems knowledge.
- Assist with internal onboarding training for new support team members and provide additional product training as needed to ensure the team is well-prepared to support customers effectively.
What You’ll Bring
- Technically minded individual with proven experience in SaaS platforms and a solid understanding of cloud-based technologies and systems.
- Strong understanding of the architecture of the supported application, with growing mastery of moderately complex to advanced tasks within the role.
- Understands the standard to moderate impact of configurations; able to troubleshoot common to complex technical problems and articulate resolutions clearly based on existing and developing knowledge.
- Working towards deeper understanding of a secondary module and able to identify how it interacts with the primary area of focus.
- Able to log engineering escalation tickets and, where applicable, work collaboratively to support their approval and resolution.
- Proficiency with tools, systems, and procedures required for day-to-day operations; consults with more senior staff on the most complex technical issues as needed.
- Requires deeper functional skills across a specialized range of technical work procedures and processes.
- Excellent customer service, communication, and relationship-building skills, including at senior stakeholder level.
- Strong ability to manage high-volume workloads and multiple priorities in a fast-paced, ever-changing environment.
- Highly flexible and responsive, with the ability to operate effectively across multiple global time zones.
- Collaborative team player with a positive, inclusive attitude and a good understanding of or insight into trades industries.
- Self-starter with a strong track record of using initiative to drive continuous improvement, showing eagerness and enthusiasm to acquire new skills.
- Exceptional time management and organizational skills with a meticulous commitment to attention to detail.
- Advanced problem-solving, troubleshooting, and critical thinking skills, with a proactive, solutions-oriented, can-do attitude.
- Able to work independently on common and repeatable issues; works collaboratively with guidance on the most complex or novel situations.
- Documents, articulates issues, and steps taken to troubleshoot in a clear and thorough manner.
- A relevant degree or equivalent work experience is desirable.
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.
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
Simpro Group is an exceptional employer that fosters a collaborative and inclusive work culture, offering generous benefits such as private health insurance, a robust pension scheme, and ample opportunities for career progression. Located in a dynamic environment, employees enjoy a relaxed office atmosphere, diverse training options, and the chance to contribute to meaningful product improvements while being part of a supportive team dedicated to customer success.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Simpro 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!
How to prepare for a job interview at Simpro
✨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.
