Hybrid Lead Technical Support Specialist (Hybrid) na Simpro Group

First Things First - 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 5% employer contribution
• Generous Parental Leave Program
• Home Office Allowance
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• 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
• Flexible working environment
• Casual dress and relaxed office environment
• Happy hours and office games
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions

The Job

The Lead Technical Support Specialist is an experienced and dedicated member of our Tier 3 Customer Support team.

Your primary role is to delivery high quality, world class technical support on Simpro Group's Suite of products to a variety of end users.

Your focus is on assisting the Tier 2 team and addressing technical queries and providing solutions for complex issues that are raised via the Customer Portal.

Your responsibilities extend to taking escalations and collaborating with internal departments to find relevant solutions.

You'll play a crucial role in handling frustrated clients who may require additional training, which you should identify. Furthermore, you will help manage and identify any product gaps that support agents may require based on their case interactions.

This is a Hybrid role, with 2-3 days in the office, with the rest working remotely.

What You’ll Do

• Efficiently manage and prioritize a high volume ticket workstream via case work (and occasional live phone/chat work to meet business needs) and collaborate with customers to identify and resolve software-related issues, providing timely and effective solutions.

• Provide guidance, support, and training to lower-level Technical Support Specialists, helping them resolve customer inquiries and navigate complex issues.

• Take on escalations and collaborate with internal departments to identify and implement appropriate solutions for challenging customer issues.

• Handle more frustrated clients who may require additional training, identifying and addressing their specific training needs.

• Work closely with support agents to manage and identify any product gaps they may require based on their case interactions, contributing to product improvement.

• Work more autonomously and manage your own workload effectively, ensuring timely and efficient handling of customer inquiries and support issues.

• Manage the Tier 2 Case Queue, ensuring that cases are appropriately assigned and resolved in a timely manner.

• Conduct spot checks on resource channels to identify any issues causing delays for our clients in reaching a CSR, ensuring a smooth and efficient customer support experience.

• 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 our clients effectively.

What You’ll Bring

• Up to 3 years of related experience;

• Proven expertise in SaaS platforms and cloud-based technologies, with a strong technical acumen to guide teams and influence technology strategy.

• Solid stakeholder management skills, demonstrating excellence in customer service, communication, and relationship-building at senior levels.

• Adept at managing high-volume, complex workloads and multiple priorities in fast-paced, dynamic, and evolving environments.

• Self-starter with a strong track record of using initiative to drive continuous improvement and operational excellence.

• Outstanding time management, organizational capabilities, and a meticulous attention to detail, ensuring team efficiency and quality outcomes.

• Advanced problem-solving, troubleshooting, and critical thinking skills, fostering a proactive, solutions-oriented culture within teams.

• Highly adaptable and responsive, with extensive experience operating across multiple global time zones and leading distributed teams.

• Typically Logs JIRAs and can potentially approve JIRAs for Engineering

• Troubleshoots and/or drives resolution to moderate or advanced technical problems based on precedent or proven practices/procedures

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 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 and covering letter.

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.

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