Customer Support Officer

**First Things First - What We Can Offer You**
- Excellent salary and benefits package
- Private health insurance with Vitality
- Company pension scheme
- Tech Scheme, a salary sacrifice to treat yourself to some new tech
- A generous annual leave entitlement plus a personal leave entitlement
- A discounts and cash back scheme
- A one-off Home Office Allowance
- 24 weeks’ Maternity/adoption and 8 weeks’ Paternity leave at full pay (terms apply)
- Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
- Cycle to work scheme via Cyclescheme
- simSCOUT referral scheme - earn £££ if you refer a friend to work here
- simPEEP outreach fund - financial support for employees experiencing unforeseen financial hardship
- Opportunities for career progression and development
- Casual dress and relaxed office environment
- A fun and vibrant culture, where we like to play a lot of ping pong

**The Role**

We are on the lookout for a Customer Support Officer to join the growing support team of our global software company in St Ives, Cambridgeshire. This is an incredible opportunity 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.

Location: St Ives, Cambridgeshire

**Salary**: £20,000 - £25,000 + employee benefits

**What you'll do**
- Learn about our software to be able to assess and diagnose problems and issues experienced by our customers
- 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
- The ability to empathise and understand the needs of clients
- A polite and friendly telephone manner
- A self-starter and demonstrating resourcefulness and ability to use initiative
- Someone with troubleshooting, problem solving and effective questioning skills
- 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 interest in and knowledge of software
- An understanding of 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
- 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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