Customer Support Advisor

About SimpliSafe: 

SimpliSafe is an industry-leading home security company that understands the importance of protecting the life you’ve built. From advanced cameras and doorbells to entry and motion sensors, SimpliSafe also provides best-in-class professional monitoring that will watch over your home even when you can’t. 

Already protecting over 4 million people across the US and UK, SimpliSafe continues its mission to make “every home secure”. Since launching in the UK in 2019, SimpliSafe has already received awards and numerous accolades from leading publications, as well as an excellent rating on Trustpilot and a customer NPS in excess of 72. 

Why SimpliSafe: 

There’s nothing more important than keeping your family and home safe, and there’s nothing more fulfilling than knowing you’re helping people every day and providing them with extra peace of mind. 

With a no-ego culture, we encourage teams to collaborate and innovate and with those seeking their next challenge, SimpliSafe can offer big opportunities. We don’t just want you to work here. We want you to grow and thrive here. 

The Role: 

This is an exciting opportunity for someone with experience in Technical Support/Customer Service. The Manchester team is looking to welcome a new member to their growing Tech Support Team. We’re looking for a Technology minded, customer-oriented service representative to join our team and deliver a world class support response to encourage customer loyalty and satisfaction. 

What You’ll Do 

• Managing inbound and outbound call workflows in a timely manner. 
• Communicating with our customers via Phone, Email, Live Chat and Social Media. 
• Supporting our customers technical enquiries and offering solutions. 
• Identifying and assisting customer’s needs and requirements. 
• Troubleshooting issues with our customers. 
• Ensuring excellent call quality and working to achieve ‘first call resolution’ (FCR) on all calls. 
• Proactively contacting customers to ensure their satisfaction.

What You’ll Need 

• Must be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of life. 
• Experience in Tech Support/Customer service essential. 
• Must be able to prioritise effectively and work efficiently. 
• Strong phone contact handling skills and active listening. 
• Team player - must be able to follow instructions, accept and apply feedback
• Customer orientation and ability to adapt/respond to different characters.
• Adept in problem solving and skilled in troubleshooting 
• Strong attention to detail, a Tech Support Representative will provide support and resolve any problems that our customers may face involving their security system with accuracy and efficiency. 

What Values You’ll Share: 

• Customer Obsessed - We understand our customers and aim to build long term relationships and trust. 
• Aim High - We are always challenging ourselves and others to grow and improve.
• No Ego - We drive to succeed as a team and learn from our mistakes.
• One Team - We collaborate and win as a team. 
• Lift As We Climb - We invest in developing others and ourselves. 
• Lean & Nimble - We test, learn and improve. 

What’s in it for you? 

Working at Simplisafe, you’ll have access to: 

• Competitive salary 
• 36 Days holiday entitlement 
• Enhanced pension 
• Life assurance 
• Private dental and healthcare 
• Free eye test and contribution to glasses 
• Employee Assistance Programme 
• SimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.)
• Cycle to work scheme 
• Team social events (annual summer and christmas parties, amongst other socials)
• Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].