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: Casual dress code and diverse training opportunities await you!
- Why this job: Be the first point of contact for customers and make a real difference in their experience.
- Qualifications: Previous customer support experience and excellent communication skills are a plus.
The predicted salary is between 28800 - 43200 £ 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 will 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.
- 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.
- 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!
- Cycelscheme, 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 would 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: The Simpro Group Pty Ltd
Simpro Group is an exceptional employer located in Leeds, offering a vibrant work culture that prioritises employee well-being and development. With generous benefits such as private health insurance, flexible working options, and a strong commitment to career progression, employees are empowered to thrive both personally and professionally. Join a diverse team that celebrates success and fosters a supportive environment where your contributions truly matter.
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 recent news. 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, role-play with a friend or family member to get comfortable with responding to different scenarios. The more you practice, the more confident you'll feel!
✨Tip Number 3
Be proactive during interviews! Ask insightful questions about the team dynamics and how they handle customer feedback. This shows you're not just looking for any job, but are keen on contributing positively to their customer support efforts.
✨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 serious about joining our awesome team at Simpro!
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 highlights relevant experience that matches the Customer Support Representative role. Use keywords from the job description to show we’re on the same page!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Share your passion for customer support and how your skills can help us provide an amazing experience for our users.
Show Off Your Communication Skills:Since this role is all about connecting with customers, make sure your application reflects your excellent communication skills. Keep it clear, friendly, and professional!
Apply Through Our Website:We love it when you apply directly through our website! It helps us keep track of your application and ensures you get the best experience possible during the process.
How to prepare for a job interview at The Simpro Group Pty Ltd
✨Know the Product Inside Out
Before your interview, make sure you understand 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, communication is key. Practice articulating your thoughts clearly and concisely. You might even want to role-play common customer scenarios with a friend to build confidence in your responses.
✨Emphasise Your Customer-Centric Approach
During the interview, highlight your previous experiences where you went above and beyond for customers. Share specific examples that showcase your empathy and problem-solving skills, as these are crucial for creating memorable customer experiences.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and company culture. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
