SaaS Customer Support Specialist | Hybrid NZ

Sign In App Ltd; Tauranga; Hybrid; NZD 55.000 - 75.000; Vollzeit

Zusammenfassung

Sign In App Ltd in Tauranga, New Zealand, is seeking a Customer Support Specialist to deliver high‑quality support across the Sign In Solutions product portfolio, taking ownership of customer issues through to resolution and providing an exceptional customer experience. You’ll handle enquiries via online chat, email and by phone, answering questions about our Sign In App platform features and pricing.

You’ll report to the Director of Customer Support & Service and collaborate with Development,

Qualifikationen

• Excellent written and verbal communication.
• Strong investigation and problem‑solving skills.
• Customer support experience.
• Process‑driven with attention to detail.
• Relationship‑building skills.
• Ability to manage competing priorities.
• Adaptable and committed to continuous learning.

Aufgaben

• Take ownership of customer enquiries through to resolution.
• Provide support via phone, email and live chat.
• Deliver first responses within agreed service levels.
• Investigate, troubleshoot and resolve customer issues.
• Maintain accurate documentation and ticket updates.
• Use AI tools, knowledge bases and internal systems to improve efficiency.
• Mentor Customer Support Apprentices and support Tier 1 colleagues through coaching and knowledge sharing.
• Collaborate with Product, Engineering, Operations and Customer Success teams.
• Develop and maintain internal knowledge base articles and troubleshooting documentation.
• Analyse recurring issues and share feedback to improve products, services and customer experience.
• When assigned to Tier 2, perform advanced troubleshooting, issue reproduction, customer support calls and technical mentoring.

Kenntnisse

Communication

Investigation

Customer support

Detail‑oriented

Relationship building

Prioritization

Adaptable learning

Jobbeschreibung

Sign In App Ltd in Tauranga, New Zealand, is seeking a Customer Support Specialist to deliver high‑quality support across the Sign In Solutions product portfolio, taking ownership of customer issues through to resolution and providing an exceptional customer experience. You’ll handle enquiries via online chat, email and by phone, answering questions about our Sign In App platform features and pricing.

You’ll report to the Director of Customer Support & Service and collaborate with Development,