Job Description

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Customer Support Analyst

Advertiser: ZuuseMore jobs from this company

Job Information

Job Listing Date
24 Jan 2019
Location
Auckland, Auckland Central
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

What’s the role?

  • Taking inbound calls, emails, chats from users needing help - ranging from immediate / critical issues through to enhancement requests for changes to the product.
  • Monitoring the support queue - ensuring our service levels are maintained for both responding and closing requests.
  • Troubleshooting technical software issues, including recreating issues, assessing application logs, utilising monitoring tools and investigating data and databases
  • Owning all cases through to completion, liaising with the customer and setting realistic expectations and communicating through to completion.
  • Understanding who the customer is and what their problem is, so that you can provide the right advice and training to users
  • Flexible hours to cover support for other regions (Australia, US, UK)  in their time zones as required.
  • Adding to the support knowledge base with content that is applicable to our customers and their regulatory frameworks

Required skills and experience

  • Exceptional customer focus and customer service skills
  • Experience in a support function for Construction SaaS software
  • Knowledge of both Australian and UK construction payment regulatory framework is essential
  • A high standard of written and verbal communication skills

 

The application form will include these questions:
  • Which of the following statements best describes your right to work in New Zealand?
  • Do you have experience working in a technical support role?
  • Are you available to provide on call support when required?

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