We are looking for an experienced Application Support and Software Trainer to join our team and be the Client Champion for our software. We are wanting someone who is keen to join our team on a permanent full-time basis and can bring their existing IT Support skills and make an impact from day one.
The successful candidate will (but not limited to):
Work during NZ hours of 8.30 am to 6 pm
Serve as the 1st point of contact for clients seeking technical assistance via chat, phone or email
Have excellent communication skills both written and verbal
Be confident in knowing when and where to escalate unresolved issues to the next level of support team member
Keep accurate records of events and problems along with their resolutions in logs
Follow up and update clients with status and information regarding concerns
Identify and suggest possible improvements on processes and procedures
Help with documentation of help guides, release notes, software demo videos and how-to videos
Help with full onboarding of new clients
Be a proven team player with experience working with remote team
To be successful in the role you will have at least 2+ years of practical experience in a helpdesk or face-to-face support role and experience in a training or learning facilitation role. You will have excellent interpersonal, communication and technical skills and be adaptable, proactive, and approachable.
You will have a passion for troubleshooting and problem-solving, and the ability to prioritise and follow tasks through to completion. Flexibility and adaptability to meet changing demands quickly are key, so ideally this role would suit someone who is energetic, motivated and a great team player. You will also have highly developed communication and relationship management skills as this role involves engaging with multiple functions within the business and external stakeholders.
Answer the following questions when submitting a proposal:
Are you able to work during NZ hours?
Are you able to provide chat, phone and email support?
Share your most recent experience as an application support person
In your career history, what was the role you have most enjoyed working so far and why?
Why should we consider your application?