Customer Support Representative (SaaS Software) Reading, England
Job description
Customer Support Representative (SaaS Software)
Location: Remote
Salary: £20,000 - £25,000 + excellent benefits
Our “Do The Right Thing” UK Perks & Benefits Summary:
- Remote working location
- Vitality Healthcare
- Enhanced Parental Leave - 24 weeks paid for primary caregiver; 8 weeks paid for secondary caregiver
- Home office allowance (£160)
- Employee Outreach Fund - 100% employee-funded to help fellow employees in times of unexpected financial hardship
- Employee Assistance Program with Health Assured - 24/7 hotline for mental health counseling and other resources
- Employee referral bonus scheme
- Regular social events
- Cyclescheme / Techscheme
- Truist Momentum Financial Wellness Program - for employees and family members
- Flexible Work Location Policy - One month “work anywhere” (employee’s cost) after initial 6 months
- Company pension with generous employer contributions
- 26 days annual leave + bank holidays
- Discounts and cash back platform
The Role
We are on the lookout for a Customer Support Representative to join the growing support team of our global software company. This is an incredible opportunity for someone with a passion for technology combined with a drive to deliver excellent customer service, to join a global software company with fantastic learning and progression opportunities. If you are great on the phone, brilliant at listening, love a challenge, and are keen to learn - this could be your next move.
What you'll do
Learn about our software to be able to assess and diagnose problems and issues experienced by our customers.
Provide 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.
Take ownership of problems, and be dedicated to providing solutions for our clients.
Use internal systems for logging calls, tickets, chats, and managing escalations.
Provide input into the ongoing maintenance of our online support system, and into the enhancement of our customer support procedures.
Report on customer support issues and opportunities, and providing feedback on how to enhance training programs.
Contribute to, question and share knowledge with internal teams for product improvement.
What you'll bring
Excellent customer service skills, communication, negotiation and relationship-building skills.
Superior troubleshooting, problem solving and effective questioning skills.
The ability to empathise and understand the needs of clients.
A polite and friendly telephone manner.
Resourcefulness and ability to use initiative.
An eagerness and enthusiasm to learn, along with the ability to learn quickly.
Good personal time management and organizational skills, with the ability to handle multiple priorities and changing schedules.
Bonus points for
An understanding or insight into trades industries.
An understanding of/experience providing support with cloud-based technologies and systems.
Who Are We?
Simpro is a leading global Software-as-a-Service (SaaS) job management solution for the trades industries. Simpro empowers our trade service customers to connect the office to their field engineers, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting.
Simpro was founded in 2002 in Brisbane, Australia with operations in Australia, New Zealand, the United Kingdom, the United States, Singapore and the Netherlands. We are a progressive and innovative company with exciting expansion plans.
We Live Our Values:
- We Are One Team
- We Own It
- We Innovate
- We Care
- We Have Fun
- We Understand
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 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.
So, if you'd like to join a fun and progressive organisation, where there is room to develop your career, please apply now with your CV.
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.
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