Senior Customer Support Representative
6 months ago
An exciting opportunity to join our team has become available We are looking for a proactive and passionate customer service star, with a technology background or aptitude. Knowledge of the Simpro product is **essential**.
In this role you will join our solutions-focused Support Team who provide support for our suite of products and manage client issues through to resolution. A positive disposition and demonstrated resilience are a must as we work in an ever changing, fast-paced environment.
This is an Auckland-based role in our **Rosedale** office. To be considered, you must be eligible to work legally in New Zealand on a full-time basis.
**First Things First - What We Can Offer You**
- Salary range $63,000 to $65,000
- 40 hours a week, Mon-Fri
- Location: Rosedale, Auckland
- Permanent role
- Hybrid work
- Fun team camaraderie, opportunities, and events
- Ground-breaking parental leave program
- Fantastic product training
- Opportunities for growth and development
- Work and collaborate with a global team
**Who Are We?**
- Simpro is a global leading Software-as-a-Service (SaaS) field service management solution for service, maintenance and project contractors. Simpro was founded in 2002 in Brisbane, Australia with operations in Australia, New Zealand, the United Kingdom and the United States. Simpro empowers our trade service customers to connect the office to the field, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting._
**What You’ll Do**
- With your high level of Simpro product expertise and specialist knowledge, you will be tasked with providing second-to-none support to our customers
- Continually review and improve practices and processes, including suggested system improvements
- Actively assist and support Tier 1 team members in resolution and improvement of product knowledge
- Provide input into the ongoing maintenance of our on-line support system and into the enhancement of our client support procedures
- Escalation to team leaders of non-conformance areas
- Use our Salesforce systems for logging calls, tickets, chats and to manage escalations
- Report on client support issues and opportunities and assist in enhancing our training programs
- Contribute, question and share knowledge with internal teams for product improvement.
**What You'll Bring**
- Previous experience using the Simpro suite of products is essential, with a high level of understanding
- Demonstrated problem solving skills with high level interpersonal abilities
- Ability to work collaboratively with team members and other departments
- Experience in mentoring and guiding team members
- Strong attention to detail
- Willingness to get in and get the job done
- Positive attitude and resilient
- 100% commitment to the success of our customers.
**Core values required of all Simpro employees**
While experience in the above areas will be highly considered, it’s important to note they will be secondary to the person with the right determination, attitude and Simpro compatibility. Our culture and core values are very important to us:
- ** We Are One Team**:
- ** We Own It**:
- ** We Innovate**:
- ** We Understand**:
- ** We Care**:
- ** We Have Fun**
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