Customer Service Representative - Tier 1

First Things First - What We Can Offer You
Leave to foster personal connections, health overall well-being
Employee Assistance Program
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
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
A range of other fantastic benefits!
Check out our website for more about working at Simpro Group
https://www.simprogroup.com/uk/company/careers#positions
The Job
The Customer Service Rep 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
In this role, you’ll be the first point of contact for our customers, delivering exceptional service via phone and chat. You’ll resolve basic issues, log customer interactions, and help identify technical problems, all while ensuring a seamless and positive experience.
What You’ll Do
Customer Engagement: Professionally engage with AroFlo customers, clients, and internal stakeholders to respond to inquiries, provide assistance, and gather feedback.
Product Expertise: Build deep knowledge of AroFlo’s core features and add-ons, including email domains, payment gateways, SMS messaging, AroPoint GPS, and accounting integrations.
Inbound Support: Manage and respond to incoming queries via phone and chat, ensuring timely, accurate, and helpful responses.
Issue Resolution: Work collaboratively with customers to diagnose and resolve software-related issues, escalating when necessary.
Continuous Improvement: Identify patterns in customer issues and provide input to help improve our software and support processes.
Service Excellence: Uphold high service standards by delivering empathetic, clear, and solution-oriented support that exceeds customer expectations.
Technical Issue Reporting: Accurately log and report technical problems to the Application Support team, providing detailed information to assist in quick resolution.
What You’ll Bring
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
A customer-first mindset with a desire to help and educate.
Ability to work efficiently in a fast-paced, team-oriented environment.
Previous experience in customer service or technical support is preferred.
A willingness to learn and grow your knowledge of the AroFlo platform.
Core values required of all Simpro, AroFlo, BigChange ClockShark employees:
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.
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.

Welcome

Welcome to Simpro! Together with AroFlo, BigChange and ClockShark we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together!

About Us

Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises four industry-leading companies, Simpro, AroFlo, BigChange and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro, AroFlo BigChange provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions. Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees.
Ready to transform your business? Explore our products at
simprogroup.com
,
aroflo.com
,
bigchange.com
and
clockshark.com
.
 
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