Hybrid Tech Support Technician — Tier 1

Gallagher

Hamilton

Hybrid

Confidential

Full time

4 days ago

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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.