Customer Services Technician – Technical Support

Gallagher; Hamilton; Hybrid; Confidential; Full time

Benefits offered by this job

Free onsite parking

Subsidised café

Life & Disability Insurance

Boost App membership

Exclusive Gallagher staff discounts

Ongoing professional development

Team events & wellbeing initiatives

Job summary

Gallagher in Hamilton, NZ, seeks a Customer Services Technician to provide Tier 1 technical support by phone and email, troubleshooting software and hardware and delivering product advice. You'll work mainly in the office with one work-from-home day per week and gain hands-on experience with cloud-based platforms and connected products.

This role suits someone with transferable technical support experience, strong problem-solving, and the ability to learn new systems quickly.

Qualifications

• Experience providing technical or customer support.
• Strong troubleshooting and problem-solving capability.
• Knowledge of electronic technology including hardware and software (cloud, embedded, wireless, etc.).
• High level of computer literacy (CRM/ERP, MS Office).
• Clear written and verbal communication, customer-focused approach.
• Ability to learn new technology and products quickly.

Responsibilities

• Providing Tier 1 technical support by phone and email.
• Troubleshooting customer software and hardware issues.
• Diagnosing complex issues and performing root-cause analysis to deliver definitive customer solutions.
• Escalating more complex issues to the appropriate technical support team.
• Providing customers with technical and product advice.
• Accurately documenting support requests and issues within CRM systems.
• Building strong knowledge across Gallagher products and systems.
• Identifying opportunities to improve systems, processes and the customer experience.

Skills

Troubleshooting

Technical support

Customer communication

SQL knowledge

CRM systems

ERP systems

Tools

CRM systems

ERP systems

Microsoft Office

Job description

Why Gallagher?

At Gallagher, you'll work with technology that helps customers get the most from our Animal Management products. You'll be part of a team supporting customers across New Zealand, troubleshooting technical issues and helping deliver a great customer experience.

Alongside a competitive salary and annual performance bonus.

You'll Enjoy

• Free onsite parking, a subsidised café and great local eateries
• Life & Disability Insurance
• Boost App membership and exclusive Gallagher staff discounts
• Ongoing professional development and career growth opportunities
• Team events, guest speakers, wellbeing initiatives and an inclusive, social culture

About Gallagher

At Gallagher, we're building technology that protects what matters most. From securing some of the world's most valuable assets to helping farmers care for millions of animals, our solutions are trusted in more than 160 countries.

Within our Animal Management business, we develop connected hardware and software solutions designed to help farmers work smarter.

The Opportunity

This is a great opportunity for someone who enjoys solving technical problems just as much as helping people.

As a Customer Services Technician, you'll provide Tier 1 technical support to Gallagher customers, primarily over the phone and email. You'll troubleshoot issues across software and hardware, provide product advice and make sure more complex technical problems are escalated to the right people.

You'll work with cloud-based platforms and connected products, and get the opportunity to have a hands-on experience with products in the workshop, building strong technical knowledge along the way. The role is predominantly office-based in Hamilton, working 8:30am-5:00pm with one work-from-home day per week.

You’ll be responsible for

• Providing Tier 1 technical support by phone and email
• Troubleshooting customer software and hardware issues
• Diagnosing complex issues and performing root-cause analysis to deliver definitive customer solutions.
• Escalating more complex issues to the appropriate technical support team
• Providing customers with technical and product advice
• Accurately documenting support requests and issues within CRM systems
• Building strong knowledge across Gallagher products and systems
• Identifying opportunities to improve systems, processes and the customer experience

The Fit

You're someone who is naturally good at troubleshooting, enjoys figuring out how technology works and can explain technical information clearly to customers.

You don't need to come from the agricultural industry or have worked with Gallagher products before. We're more interested in transferable technical support experience, strong technical aptitude and your ability to learn new systems and products quickly. Farming knowledge would be useful, but it's a nice-to-have rather than essential.

You’ll Also Bring

• Previous experience providing technical or customer support
• Strong troubleshooting and problem-solving capability
• Sound knowledge of electronic technology, covering both the hardware and software systems (e.g. cloud, embedded, wireless, etc.).
• High level of computer literacy (e.g. Microsoft Office, CRMs, ERPs, etc.).
• SQL knowledge would be advantageous
• Strong written and verbal communication skills
• A professional, customer-focused approach
• The ability to learn new technology and products quickly

If you enjoy working through technical problems, helping customers and building your knowledge across software, hardware and connected products, we'd love to hear from you.