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Customer Support Technician at Simpro Software - ApplyBlast

Customer Support Technician

Simpro Software

4 months ago

1.6 on Glassdoor

Leeds, United Kingdom

Hybrid

Full Time

Executive

0 applicants

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About this role

A Level 2 Customer Support Technician at Simpro Group resolves complex technical issues escalated from Level 1, manages a high-volume ticket queue, and collaborates with internal teams to deliver effective solutions. The role involves guiding junior agents, improving knowledge base resources, and troubleshooting moderate to advanced problems within the Simpro product suite. Success requires strong technical knowledge, autonomy, and the ability to work across global time zones while ensuring timely resolutions and continuous process improvement.

Responsibilities

Manages and prioritizes a high-volume ticket workstream for complex software issues
Takes on escalations from Level 1 team to resolve challenging customer problems
Provides guidance and training to Level 1 support technicians on advanced tasks
Maintains and updates knowledge base articles to ensure accurate service delivery
Collaborates with internal departments to implement solutions for complex technical gaps