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 each interaction is customer‑centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience.
• 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 troubleshoot...