Customer Support Representative
The simPRO Group
Customer Service
Melbourne, VIC, Australia
Job Context
The Customer Support Representative Tier 1 role involves providing first-line support to AroFlo customers via phone and chat, resolving basic issues, and logging interactions, while also identifying technical problems and contributing to software improvements.This position requires strong communication and problem-solving skills, a customer-focused approach, and adherence to service standards to ensure a positive customer experience.
What You’ll Do
Customer Engagement: Professionally engage with AroFlo customers, clients, and internal stakeholders to address their inquiries, concerns, and feedback.
Product Expertise: Develop expertise in AroFlo's core product and add-ons, including email sending domains, payment gateways, SMS messaging, Aropoint GPS, and accounting integrations.
Inbound Queries: Efficiently handle inbound customer queries via phone and chat.
Problem Resolution: Collaborate with customers to identify and resolve software-related issues, providing timely and effective solutions.
Software Improvement: Actively participate in identifying opportunities to enhance AroFlo's software and contribute to implementing necessary improvements.
Customer Service Standards: Uphold high customer service standards by ensuring that each interaction is customer-focused, empathetic, and aims to exceed customer expectations. Strive to provide a positive and memorable customer experience in every interaction.
Technical Issue Identification: Proactively identify technical issues with the software and accurately report them through our internal channels to our Application Support team, ensuring that our technical teams receive the necessary information to address and resolve these issues promptly.
What You’ll Bring
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.
An understanding or insight into trades industries would be advantageous.
A good understanding of cloud based technologies and systems would be advantageous.
What We Can Offer You
Novated leasing via salary packaging
Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Talent Referral Program – get rewarded for referring a friend to join our team!
Casual dress and relaxed office environment
Fun team camaraderie and events
Opportunities for career progression and development
Diverse training & internal networking opportunities across all of our product lines
Service Recognition awards
Click here to find out more about working at Simpro Group!
Our Core Values
While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:
We Are One Team
We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success
Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply.
Visit simprogroup.com/au/company/careers to learn more about us and our values.
If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV/Resume.
We would like to take this opportunity to thank all candidates for their application.
*Please note, no agencies will be accepted in the recruitment of this role.