Customer Success Associate - Level 1 Support

Aotearoa New Zealand Association of Social Workers; Wellington; On-site; NZD 45,000 - 60,000; Full time

Job summary

Tactiv in Wellington is seeking a motivated Level 1 Customer Success Officer to be the first point of contact for customer queries, delivering high-quality helpdesk support with empathy and clear communication.

The role involves onboarding, configuration, creating and maintaining knowledge base content, and contributing to broader customer success initiatives. 1–2 years in a helpdesk, IT support, or customer service role is ideal.

Qualifications

• 1–2 years’ experience in a helpdesk, IT support, or customer support role.
• Strong communication skills and a customer-first mindset.
• Basic IT knowledge and familiarity with ticketing systems.

Responsibilities

• Deliver responsive and effective support for customer incidents, requests, and queries.
• Manage and resolve helpdesk tickets within SLA timeframes.
• Communicate clearly with customers, providing regular updates and setting expectations.
• Escalate complex issues appropriately.
• Follow standard procedures related to Incident, Problem, Change, and Release Management.
• Identify and contribute to service improvements and maintain accurate knowledge base content.
• Promote the use of self-service tools and customer education initiatives.

Skills

Customer-focused

Communication skills

Ticketing systems

Multi-tasking

Team player

Empathy

Tools

Ticketing systems

Job description

Tactiv in Wellington is seeking a motivated Level 1 Customer Success Officer to be the first point of contact for customer queries, delivering high-quality helpdesk support with empathy and clear communication.

The role involves onboarding, configuration, creating and maintaining knowledge base content, and contributing to broader customer success initiatives. 1–2 years in a helpdesk, IT support, or customer service role is ideal.