Customer Support Representative

Singapore Post•Miami, FL

4d•Onsite

About The Position

The Customer Support Representative is at the frontline of our customer support team, providing professional engagement with Simpro Group customers, and internal stakeholders. This role involves efficiently handling high volume inbound customer support queries via live phone and/or chat, ensuring that support inquiries and software-related issues are addressed in a timely and effective manner. The representative will develop expertise in the Product area they support, uphold high customer service standards by ensuring each interaction is customer-centric, empathetic, and aims to exceed customer expectations, and strive to provide a positive and memorable customer experience in every interaction. They will ensure first contact response and resolution for non-complex customer queries is within defined targets and create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions. Additionally, the role involves proactively identifying technical issues with the software and accurately reporting them through internal escalation channels to Sr. CSRs, ensuring they receive the necessary information to address and resolve these issues promptly. This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.

Requirements

Excellent communication and relationship building skills.
A polite and friendly telephone manner.
An eagerness and enthusiasm to learn, along with the ability to learn quickly.
Good time management and organizational skills.
Upbeat and proactive can-do attitude.
Ability to demonstrates an understanding of supported product/suite of focus and can explain how configurations affect results.
Able to demonstrate troubleshooting abilities by grasping the situation and knowing what part of the application is the likely root cause (profiles, settings, actions/workflows).
Able to utilize knowledge base articles.

Nice To Haves

An understanding or insight into trades industries would be advantageous.
A good understanding of cloud based technologies and systems would be advantageous.

Responsibilities

Efficiently handle high volume inbound customer support queries via live phone and/or chat.
Ensure that support inquiries and software-related issues are addressed in a timely and effective manner.
Develop expertise in the Product area you support.
Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations.
Strive to provide a positive and memorable customer experience in every interaction.
Ensure first contact response and resolution for non-complex customer queries is within defined targets.
Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
Proactively identify technical issues with the software and accurately report them through our internal escalation channels to our Sr. CSRs, ensuring that they receive the necessary information to address and resolve these issues promptly.

Benefits

Responsible Time Off
Comprehensive medical, dental, vision package with 100% employer paid options
Health Savings Account
Flexible Spending Account
Critical Illness Insurance
Hospital Insurance
Accident Insurance
Life Insurance and AD&D
Disability Insurance
Wellness Challenge App
Diabetes Prevention App
Health Hub App
401k/Retirement Plan with 6% employer match
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Talent Referral Program
Diverse training & internal networking opportunities across all of our product lines
Opportunities for career progression and development
Service recognition awards