Job Context As a Level 2 Customer Support Technician, you'll play a key role in resolving complex technical issues that have been escalated from our Level 1 Support team. You'll work closely with colleagues across the business to deliver timely, effective solutions, while helping to continuously improve our support processes and knowledge base. Using your strong technical expertise across the Simpro Group product suite, you'll troubleshoot a wide range of customer challenges, take ownership of issues through to resolution, and operate with a high degree of autonomy. You'll also support the development of those around you by sharing knowledge, mentoring team members and contributing to a culture of continuous learning and improvement. Location: Leeds (LS15), on-site What You’ll Do Efficiently manage and prioritize a high-volume ticket workstream primarily via case work (and occasional live phone or chat to meet business needs), collaborating with customers to identify and resolve complex software-related issues, providing timely and effective solutions. Actively review support queues for additional cases to resolve, managing case backlog consistently to prevent aged items. Take on escalations from the Level 1 team and collaborate with internal departments to identify and implement appropriate solutions for complex and challenging customer issues. Manage and monitor the Tier 2 case queue, ensuring cases are appropriately assigned, prioritized, and resolved in a timely manner. Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of customer enquiries and support issues. Conduct spot checks on resource channels to identify any issues causing delays for customers in reaching support, ensuring a smooth and efficient customer support experience. Provide guidance, support, and training to Level 1 Customer Support Technicians, helping them resolve customer enquiries and navigate complex issues. Support customers who require additional assistance or training, identifying and addressing their specific needs with professionalism and empathy. Work closely with support agents to identify product gaps based on case interactions, contributing to product improvement initiatives. Actively edit, update, link, and create knowledge base articles to support consistent, accurate service delivery across the team. Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues. Troubleshoot and drive resolution of moderate to advanced technical problems based on precedent, proven practices, and advanced domain and systems knowledge. Assist with internal onboarding training for new support team members and provide additional product training as needed to ensure the team is well-prepared to support customers effectively. What You’ll Bring Technically minded individual with proven experience in SaaS platforms and a solid understanding of cloud-based technologies and systems. Strong understanding of the architecture of the supported application, with growing mastery of moderately complex to advanced tasks within the role. Understands the standard to moderate impact of configurations; able to troubleshoot common to complex technical problems and articulate resolutions clearly based on existing and developing knowledge. Working towards deeper understanding of a secondary module and able to identify how it interacts with the primary area of focus. Able to log engineering escalation tickets and, where applicable, work collaboratively to support their approval and resolution. Proficiency with tools, systems, and procedures required for day-to-day operations; consults with more senior staff on the most complex technical issues as needed. Requires deeper functional skills across a specialized range of technical work procedures and processes. Excellent customer service, communication, and relationship-building skills, including at senior stakeholder level. Strong ability to manage high-volume workloads and multiple priorities in a fast-paced, ever-changing environment. Highly flexible and responsive, with the ability to operate effectively across multiple global time zones. Collaborative team player with a positive, inclusive attitude and a good understanding of or insight into trades industries. Self-starter with a strong track record of using initiative to drive continuous improvement, showing eagerness and enthusiasm to acquire new skills. Exceptional time management and organizational skills with a meticulous commitment to attention to detail. Advanced problem-solving, troubleshooting, and critical thinking skills, with a proactive, solutions-oriented, can-do attitude. Able to work independently on common and repeatable issues; works collaboratively with guidance on the most complex or novel situations. Documents, articulates issues, and steps taken to troubleshoot in a clear and thorough manner. A relevant degree or equivalent work experience is desirable. What We Can Offer You A generous annual leave entitlement plus a personal leave entitlement Private Health Insurance Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances) Life Insurance Company pension scheme, with an uncapped 5% employer contribution Generous Parental Leave Program Paid Volunteer Leave Days Public Holiday Exchange Scheme Talent Referral Programme – get rewarded for referring a friend to join our team! Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech A discounts and cash back scheme Casual dress and relaxed office environment 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 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 and offer 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. 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/Resumer. Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift. 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! 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. Simpro Group has been made aware of fraudulent recruitment activity where individuals are impersonating our company and hiring managers to deceive job applicants. These scammers are using a fraudulent website and email domain (simprogroupcareers.com) and may contact you with illegitimate job offers. Their goal is typically to steal your personal information for identity theft or to trick you into paying for fake application fees, background checks, or equipment. If you have been contacted by someone you suspect is not a legitimate Simpro Group recruiter, or if you have any doubts about a job posting, please do not respond. Do not provide any personal information or payment. We take this matter very seriously and have reported this fraudulent activity to the relevant global authorities. We are committed to ensuring a safe and transparent recruitment process for all candidates.

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