Escalate complex issues through the appropriate internal channels, providing comprehensive investigation notes and context to support resolution.
Where applicable, serve as an escalation point for peers, guiding them through complex cases and ensuring timely, effective resolutions.
Collaborate across teams to resolve escalations, track product gaps, and recommend improvements to enhance the customer experience.
Advise customers on best practices and new functionality to enhance their experience and drive overall satisfaction.
Actively utilize, contribute to, and where applicable create and maintain knowledge base articles to support consistent, high-quality service delivery.
Identify opportunities to enhance the software and internal processes, recommending and where applicable contributing to improvements in efficiency and customer experience.
Where applicable, mentor and coach peers, sharing knowledge and contributing to onboarding and continuous training efforts.
Acts as a resource for the team, helping to coordinate work as required while continuing to deliver individual responsibilities.
What You’ll Bring
Excellent customer service, communication, and relationship-building skills.
Polite, confident, and professional telephone manners with a customer-first approach.
Ability to manage and de-escalate conflict effectively when required.
Demonstrate an understanding of the supported product suite and can explain how configurations affect results.
Able to troubleshoot technical problems, identify root causes, and document application behaviors accurately.
A solid understanding of cloud-based technologies and systems.
An understanding of or insight into trades industries is highly desirable.
Self-motivated and proactive, with a demonstrated ability to work independently and use initiative.
An eagerness and enthusiasm to learn, with the ability to learn quickly in a fast-paced environment.
Excellent time management and organizational skills, with the ability to manage competing priorities.
Strong problem-solving, troubleshooting, and critical questioning abilities.
Positive, can-do attitude with a solution-focused mindset.
Skilled in stakeholder engagement and relationship management.
Contributes to the creation of new procedures and methods within area of expertise.
Our Core Values
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.
