Technical Contact Centre Representative

Tribe Group; Auckland; On-site; NZD 30,000 - 47,000; Full time

Job summary

Tribe Group in Auckland is seeking a customer-focused support specialist to provide phone-based assistance for EFTPOS terminals and payment solutions. You will troubleshoot issues, guide customers to resolution, and manage a high volume of calls with accuracy while maintaining up-to-date customer records in a compliant process.

The role requires a calm, professional approach, a strong customer-service mindset, and a willingness to adapt in a fast-paced fintech environment.

Qualifications

• Previous customer service experience.
• Technical contact centre/service desk experience is a plus.
• Strong problem-solving abilities and curiosity to investigate issues.

Responsibilities

• Provide phone-based support for EFTPOS terminals and payment solutions.
• Troubleshoot technical issues and guide customers to resolution.
• Handle a high volume of calls and cases with accuracy and care.
• Identify recurring issues and work with the team on resolutions.
• Maintain accurate customer records and adhere to policies and compliance.

Skills

Customer service

Technical aptitude

Problem solving

Learning new systems

Calm under pressure

Team collaboration

Job description

About The Opportunity

Our client is a globally recognised fintech organisation, transforming the way businesses navigate and manage payments. With a strong presence across international markets, they deliver innovative, end-to-end commerce solutions that support a diverse customer base across multiple industries.

What You’ll Be Doing

• Providing phone-based support to customers experiencing issues with EFTPOS terminals and payment solutions.
• Troubleshooting technical issues, identifying the cause of problems and working through solutions to get customers back up and running.
• Managing a high volume of calls and cases while maintaining a high standard of customer service and accuracy.
• Identifying recurring issues and emerging trends, working collaboratively with the wider team to support effective resolutions.
• Maintaining accurate customer information and following relevant processes, policies and compliance requirements.

The core hours will be between 7am and 3pm. Availability to work rare evenings/overnights or weekends and public holidays on a rotating roster will also be required.

What You’ll Bring

• Previous customer service experience and a genuine passion for helping people.
• Previous experience in a technical contact centre, service desk or technical support environment would be an advantage.
• A natural problem-solver who enjoys investigating issues and working through solutions.
• Strong technical aptitude and confidence learning new systems, tools and processes.
• A calm, professional approach, particularly when dealing with frustrated customers or challenging situations.
• A positive, collaborative attitude and the resilience to adapt in a fast-paced, evolving team.

What’s On Offer

• Join a globally recognised fintech organisation at the forefront of payment technology.
• Build your technical knowledge and develop valuable troubleshooting skills while supporting a range of payment solutions.
• Be part of a large, energetic and collaborative team where everyone plays a part in delivering great customer experiences.
• Ongoing opportunities for professional development and career progression within an international organisation.
• Work from a convenient North Shore office with parking.

If you’re a customer-focused problem-solver…

If you’re a customer-focused problem-solver who enjoys getting to the bottom of an issue and making a real difference to someone’s day, we’d love to hear from you!