Customer Support Representative, Level 1

Job Description:

The Job

We’re looking for a proactive and tech-savvy Customer Support Representative to join our growing support team! In this role, you’ll be the first point of contact for our customers, delivering exceptional service while providing technical support.

You’ll troubleshoot product issues, help identify bugs, and guide users through resolutions with clarity and care. Whether it’s walking someone through a step-by-step fix or escalating more complex issues to the right team, your goal is to ensure every customer feels supported, understood, and confident in our solution.

This is a great opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about delivering a great customer experience.

What You’ll Do

• Previous experience in a technical support role is desirable.

• 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.

• An understanding or insight into trades industries would be a big advantage.

• A good understanding of cloud based technologies and systems.

What You’ll Bring

• ​Clear verbal and written communication.

• Ability to explain complex concepts simply.

• Active listening to understand customer needs.

• Ability to troubleshoot and resolve issues efficiently.

• Handle multiple chats, emails, or calls at once.

• Ability to learn and adapt to new tools and platforms quickly.

• Open to coaching and continuous improvement.

• Experience with Zendesk, Salesforce, Intercom, HubSpot, etc. is desirable.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

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. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

So, if you'd like to join a fun and progressive organization where there are opportunities to develop your career, please apply now with your CV/resume.

*Please note, no agencies will be accepted in the recruitment of this role. Remote positions are only open to candidates residing in AL, AZ, CA, CO, FL, GA, HI, IL, IN, KY, MA, MN, MO, NJ, NM, NY, OH, OR, PA, RI, SC, TX, WA. Due to legal, tax, and business considerations, we are unable to hire outside these locations at this time. We would like to take this opportunity to thank all candidates for their application. Only candidates who meet the criteria above will be contacted for an interview.

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.