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Customer Support (SaaS)

Customer Support (SaaS)

simPRO Software is a leading global SaaS company currently operating in Australia, New Zealand, the UK, Ireland, the US, Canada and Singapore and have exciting expansion plans! 

We develop business management cloud solutions for the trades industry and are passionate about developing innovative technology solutions that empower our users.

Our vision is to build a world where field service businesses can thrive. 

About the Role:

simPRO are looking for a Customer Support Officer to join our first line support team based in our St.Ives office. You will be passionate about providing customers with technical support using your knowledge and experience to investigate and gather information about customers’ queries. 

Typical Duties will include:

  • Learning about our software and how to assess and diagnose problems and issues experienced by our customers
  • Providing excellent support to a diverse range of customers, to reassure, gather information, set expectations and provide the appropriate resolutions or responses via phone, email, live chat
  • Taking ownership of problems, and being dedicated to providing solutions for our clients
  • Providing input into the ongoing maintenance of our online support system, and into the enhancement of our customer support procedures
  • Using internal systems for logging calls, tickets, chats, and to manage escalations
  • Reporting on customer support issues and opportunities, and providing feedback on how to enhance training programs
  • Contributing, questioning and sharing knowledge with internal teams for product improvement

The Successful Candidate will:

  • Be a self-starter and demonstrating resourcefulness and ability to use initiative
  • Troubleshooting, problem solving and effective questioning skills
  • Have the ability to empathise and understand the needs of clients
  • An eagerness and enthusiasm to learn, along with the ability to learn quickly
  • A polite and friendly telephone manner
  • Excellent communication, negotiation and relationship building skills
  • Good personal time management & organisational skills
  • The ability to handle multiple priorities and changing schedules

It would be desirable to have: 

  • An understanding or insight into trades industries
  • A good understanding of cloud based technologies and systems 
  • Experience of working in a call centre environment 
  • While experience in the above areas is desired, it is more important to simPRO that we find someone with the right determination, attitude and overall suitability

Employee Benefits:

  • Private health insurance 
  • Employee Assistance Programme
  • Perks, discounts and cashback 
  • Company pension scheme
  • Cycle to Work Scheme
  • Long Service Award
  • Car Mileage Scheme
  • Annual Leave and Personal Leave Allowance
  • A fun and vibrant culture, where we like to play a lot of ping pong!

At simPRO we have an open culture and we believe in direct communication and diversity.

This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of gender, ethnicity, religion, age, sexual orientation, disability or any other non-performance factor.

If you feel that you have the skills, experience and values to join a fun and progressive organisation, we want to hear from you!

Please note: no agencies will be accepted in the recruitment of this role.

Any CV’s provided to simPRO Software by agencies will be treated as a gift.

  • Start: ASAP
  • Duration: Permanent
  • Rate: £22k - 24k per year + benefits
  • Location: St Ives
  • Type: Permanent
  • Industry: IT
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: SPS11 - St Ives
  • Posted: 2021-09-14 17:50:53 -

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