Job Context
As a Technical Support Specialist, you'll play a key role within our Tier 3 Customer Support team, acting as one of our go-to experts for BigChange's suite of software products.
You'll be the person our Tier 2 specialists turn to when they need deeper technical insight - diagnosing complex issues, uncovering root causes and delivering clear, high-quality solutions that truly make a difference for our customers.
In this role, you'll handle advanced escalations, work closely with cross-functional teams and contribute to continually improving the support experience. If you love problem-solving, collaboration and being the expert others rely on, this is your chance to make a real impact.
Location: Leeds, LS15
What You'll Do
Efficiently manage and prioritise 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
At least 2-3 years of Application Support experience or similar.
Good stakeholder management skills; 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, organisational 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. Ability to troubleshoot and resolve moderate to advanced technical issues using established practices and procedures.
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
Enjoy up to 4 weeks a year of flexible 'Work from Anywhere'
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.