Customer Support Analyst

Overview

We are seeking a naturally inquisitive and personable individual to join our team as a Customer Support Analyst based in Auckland. This role involves becoming a reliable troubleshooter for our customers by diving deep into their issues and providing effective solutions. Unlike a scripted support position, this job requires genuine investigation and interaction with various teams to resolve diverse technical challenges related to the Actionstep platform.

Key Responsibilities

• Manage customer queries starting from the initial outreach through to successful resolution, ensuring responsive and clear communication.
• Conduct screen-sharing sessions to diagnose and help solve customer problems.
• Continuously grow your understanding of the Actionstep software through training, research, and practical problem-solving.
• Document customer interactions, problems, and solutions diligently to enhance the knowledge base for both the team and clients.
• Collaborate with internal Customer, Product, and Engineering teams to troubleshoot issues and enhance the overall support experience.

Candidate Profile

• Demonstrates curiosity and a penchant for understanding how systems operate by thorough investigation and inquiry.
• Customer-oriented mindset, valuing excellent communication and support quality as much as effective technical fixes.
• Skilled problem solver who can unravel complex issues and devise practical solutions.
• Strong communicator comfortable with conveying technical details simply and amicably to customers.
• Enjoys teamwork, sharing insights, and working cooperatively toward optimal outcomes.

Qualifications & Requirements

• Experience in a customer-facing role such as technical support, help desk, or application support.
• Excellent attention to detail with strong written and verbal communication abilities.
• Capacity to grasp and clearly explain technical concepts to various audiences.
• Proficient computer skills with confidence in learning new software tools and platforms.
• Ability to juggle multiple tasks and prioritize workload efficiently.
• Experience working remotely and familiarity with SaaS, technology, accounting, or legal sectors is preferred but not mandatory.
• Must meet employment prerequisites including eligibility to work in New Zealand and successfully pass necessary background checks.

Perks and Benefits

• Flexible hybrid work model combining both remote and onsite options.
• Modern office facilities located centrally, complete with coffee and a supportive environment.
• Inclusive and friendly workplace culture that values authenticity and teamwork.
• Casual dress code encouraging comfort and self-expression within workplace norms.
• Extra leave on your birthday to celebrate your special day.
• Regular team-building activities, including social events and games.
• Opportunities for professional growth through training, mentorship, and internal advancement.