Customer Support Advisor

About SimpliSafe:

SimpliSafe is an industryleading home security company that understands the importance of protecting the life youve built. From advanced cameras and doorbells to entry and motion sensors SimpliSafe also provides bestinclass professional monitoring that will watch over your home even when you cant.

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:

Theres nothing more important than keeping your family and home safe and theres nothing more fulfilling than knowing youre helping people every day and providing them with extra peace of mind.

With a noego culture we encourage teams to collaborate and innovate and with those seeking their next challenge SimpliSafe can offer big opportunities. We dont 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. Were looking for a Technology minded customeroriented service representative to join our team and deliver a world class support response to encourage customer loyalty and satisfaction.

What Youll 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 customers 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 Youll Need

• Experience in technical support is desirable
• Experience in customer service is essential
• Must be an excellent communicator with the ability to build rapport quickly and easily with customers from all walks of life
• 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 Youll 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.

Whats in it for you

Working at Simplisafe youll 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
• Access to retail discounts
• 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