Customer Support Representative

Job description

Job Context The Customer Support Representative is at the frontline of our customer support team, providing professional engagement with Simpro Group customers, and internal stakeholders. What You’ll Do: Efficiently handle 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, developing 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 by striving 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. Develop expertise relative to the Product suite you support. 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 th...