Customer Tech Support Specialist – Tier 1

Gallagher Animal Management; Hamilton; Hybrid; NZD 55,000 - 70,000; Full time

Benefits offered by this job

Free onsite parking

Subsidised café

Life & Disability Insurance

Boost App membership

Gallagher staff discounts

Ongoing professional development

Job summary

Gallagher Animal Management is seeking a Customer Services Technician to provide Tier 1 technical support to customers across New Zealand. You’ll troubleshoot software and hardware issues, offer product guidance, and ensure complex problems are escalated to the right teams.

The role is hybrid, based mainly in Hamilton, with one work-from-home day per week. You’ll be part of a team that supports customers via phone and email, uses cloud-based platforms and connected products, and helps build

Qualifications

• Experience providing technical or customer support.
• Able to diagnose and explain technical information clearly to customers.
• Capable of learning new systems quickly.

Responsibilities

• Provide Tier 1 technical support by phone and email.
• Troubleshoot software and hardware issues for customers.
• Diagnose issues and perform root-cause analysis to deliver solutions.
• Escalate complex problems to appropriate teams.
• Provide accurate product advice to customers.
• Document support requests and issues in CRM systems.
• Build knowledge across Gallagher products and systems.
• Identify opportunities to improve systems and customer experience.

Skills

Troubleshooting

Problem-solving

Communication skills

SQL knowledge

Computer literacy

Customer support experience

Tools

CRM systems

ERPs

Microsoft Office

Job description

Gallagher Animal Management is seeking a Customer Services Technician to provide Tier 1 technical support to customers across New Zealand. You’ll troubleshoot software and hardware issues, offer product guidance, and ensure complex problems are escalated to the right teams.

The role is hybrid, based mainly in Hamilton, with one work-from-home day per week. You’ll be part of a team that supports customers via phone and email, uses cloud-based platforms and connected products, and helps build