Job Description
Job
At Simpro Group, our Customer Support Representatives are the voice of our customers and the backbone of their experience with our platform. You’ll be on the frontline, helping customers get real value from our software while delivering support that is fast, thoughtful, and genuinely human.
This is a high-energy role suited to someone who enjoys problem-solving, learning complex systems, and making someone’s day better - one interaction at a time.
What You’ll Do
Be the first point of contact for Simpro Group customers, managing a high volume of inbound support requests via phone and live chat.
Diagnose and resolve software-related queries efficiently, ensuring customers feel supported and confident using the product.
Deliver a consistently customer-centric experience, balancing empathy, professionalism, and efficiency in every interaction.
Achieve first-contact response and resolution targets for non-complex issues.
Build deep knowledge of the Simpro product suite and the specific product area you support.
Accurately document cases, capturing key details, troubleshooting steps, and resolutions to maintain high-quality support records.
Identify recurring or technical issues and escalate them clearly and effectively to Senior Customer Support Representatives.
Contribute to continuous improvement by using and updating knowledge base articles and sharing insights with the wider team.
This role may evolve over time to meet business needs and customer demand.
What You’ll Bring
Excellent verbal and written communication skills, with a warm and professional phone manner.
Strong relationship-building skills and a natural ability to put customers at ease.
A genuine eagerness to learn and the ability to pick up new systems and concepts quickly.
Strong time management and organisational skills, with the ability to juggle multiple priorities.
A positive, proactive, “can-do” mindset.
The ability to understand how product configurations impact outcomes and explain this clearly to customers.
Solid troubleshooting skills, with the ability to identify likely root causes across settings, workflows, and user actions.
Confidence using knowledge base resources to guide problem resolution.
Experience or exposure to the trades industry and cloud-based technologies is highly regarded but not essential.
What We Can Offer You
Novated leasing via salary packaging
Employee Assistance Program (24/7 confidential support on relationships, bereavement, finances)
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!
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
Service recognition awards
Click here
to find out more about working at Simpro Group!
Our Core Values
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
.
Headline: Important Recruitment Fraud Alert
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.
