Simpro Software · 1 week ago
Customer Support Representative, Level 1
Miami Office
Full-time
Onsite
New Grad, Entry Level
0+ years expSimpro Software is a company that provides customer support solutions, and they are seeking a Customer Support Representative to join their team. The role involves managing customer queries, troubleshooting software-related issues, and ensuring high customer service standards while collaborating with internal stakeholders.
Asset ManagementEnterprise Resource Planning (ERP)Facility ManagementInformation TechnologyMobileMobile AppsSaaSSmall and Medium BusinessesSoftwareTask Management
Responsibilities
Efficiently manage and prioritize a high volume ticket workstream via live phone and chat (and occasional case work to meet business needs) and collaborate with customers to identify and resolve software-related issues, providing timely and effective solutions
Ensure first contact response and resolution for non-complex customer queries is within defined targets
Serve as the first point of escalation for CSRs, providing guidance, assist in handling more complex customer cases and, identifying opportunities to enhance the software, contributing to its improvement
Take on more challenging cases from CSRs, quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, create and update case documents based on information identified during troubleshooting, and initiate JIRA tickets into Tier 2 as needed
Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction
Quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, facilitating problem resolution
Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions
Proactively identify technical issues with the software and accurately report them through our internal escalation channels, ensuring that our technical teams receive the necessary information to address and resolve these issues promptly
Provides solutions to atypical problems based on precedent or proven practices/procedures; recommends changes to improve efficiency
Gathers information to identify and solve problems that arise with little or no precedent; defines and recommends process improvements
Occasionally engages in system issues or escalated situations
Occasionally acts as an informal resource for team members with less experience
This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group
Qualification
Required
Excellent customer service, communication and relationship building skills
A polite and friendly telephone manner
A self-starter with a demonstrated ability to use own initiative
An eagerness and enthusiasm to learn, along with the ability to learn quickly
Excellent time management and organizational skills
Strong problem solving, trouble shooting and questioning skills
Upbeat and proactive can-do attitude
A solid understanding of cloud-based technologies and systems
Committed to expanding knowledge in application supported, understands large-scale impact of configurations
Able to troubleshoot moderately complex problems and explain the 'why'
Is able to effectively identify and document inconsistency in application behaviour
Ability to cross trains in secondary module and demonstrate basic understanding and troubleshooting skills
Has become agile in learning on the fly in our fast-paced environment
Actively edits, updates, and creates knowledge base articles
Requires specialized skills or proficiency in a range of work procedures or processes
Up to 2 years of related experience in a similar role or high volume contact centre environment
Preferred
A good understanding or insight into trades industries is highly desirable
Benefits
Responsible Time Off
Comprehensive medical, dental, vision package with 100% employer paid options
Health Savings Account
Flexible Spending Account
Critical Illness Insurance
Hospital Insurance
Accident Insurance
Life Insurance and AD&D
Disability Insurance available to purchase
Wellness Challenge App
Diabetes Prevention App
Health Hub App
401k/Retirement Plan with 6% employer match
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Enjoy up to 4 weeks a year of flexible 'Work from Anywhere'!
Talent Referral Program – get rewarded for referring a friend to join our team!
Diverse training & internal networking opportunities across all of our product lines
Opportunities for career progression and development
Service recognition awards
Company
Simpro Software
Simpro is the leading AI-first operating platform for residential and commercial trades. Our mission is simple: double contractor profitability.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$396.68MKey Investors
K1 Investment ManagementLevel Equity Management
2021-11-23Private Equity· $350M
2019-12-31Series Unknown· $16.44M
2016-10-11Series A· $30.24M
Leadership Team
Ashley A.M. Mehlman
Chief Financial Officer
Amy Carnrick
Senior Advisor, Field Service Transformation
Recent News
2025-11-15
thecanadianpressnews.ca
2025-10-04
Dynamic Business
2025-08-29
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