Customer Support Technician

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.

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!

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.