Do you love communicating with and helping people?  As a Customer Support Representative, you are self-driven, high energy, and easily connect with others. You thrive in a fast-paced, startup environment with a team-focused work culture.  You will have the opportunity and responsibility of using awareness and education of simPRO Software for identifying issues and supporting customers to enhance client experience.

About us:

simPRO Software is a SaaS company that develops business management cloud solutions for the trade contractor industry. Our products are designed to optimize business workflow to refine process, improve productivity and increase profitability.  simPRO Software is a global software house with operations in Australia, New Zealand, the United Kingdom and now the US. 

The role:

You will provide technical support for our suite of products, manage and resolve client issues through resolution, and contribute to ongoing company expansion.  You are responsible for talking with our clients, gathering essential information, assessing and diagnosing the severity of problems/issues, solving them, taking ownership of escalations, and documenting interactions.

You assist our clients during their critical moments of need, and are as passionate about helping people as you are solving technical problems.

Key Duties and Responsibilities:

• Provide excellent phone, email, chat and ticket support to our diverse range of clients, to reassure, gather information, set expectations and provide the appropriate resolutions or responses
• Take ownership of problems and be dedicated to providing solutions for our clients
• Provide input into improve our online support system and enhance our client support procedures
• Use our internal systems for logging calls, tickets, chats, and to manage escalations
• Report on client support issues and opportunities, and assist in enhancing our training programs
• Contribute, question and share knowledge with internal teams for product improvement

Key Skills and Personal Attributes:

• Natural problem solver who enjoys identifying ways to make things better
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
• Strong customer service matched with solid troubleshooting/problem solving skills
• Eagerness and enthusiasm to learn, with an ability to learn quickly
• Polite and friendly telephone manner, preferably with call center experience
• A vibrant and energetic personality
• Outstanding interpersonal skills
• Analytical and problem solving skills
• Strong attention to detail, with documentation and processes
• Strong communication, negotiation and relationship building skills
• Ability to work effectively under pressure and to perform well in a team dynamic
• Ability to handle multiple priorities and changing schedules
• Good personal time management & organizational skills
• Ability to achieve effective outcomes involving multiple people

Requirements:

• Must live in Colorado and be able to work out of our HQ Broomfield, CO office
• BA/BS degree, ideally in business or accounting
• At least 1 to 3 years comparable customer support experience, preferably in a SaaS environment
• Experience supporting SaaS apps
• Comfortable using internet based technologies and systems
• Aptitude and Attitude for Technology - You like technology and embrace it!  You have a working knowledge of computer systems, are technically saavy, and have a strong willingness to learn new systems

Salary will be commensurate with your relevant experience, so if you'd like to join a fun and progressive organization with room to develop your career in a growing global organization, apply with us today!