Accessit Customer Technical Support Specialist
5 days ago
Everything we do is for educators. We're partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students' lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.
This position supports one of our portfolio products, Accessit Library, by delivering expert technical support to our customers, potential customers, and internal teams. As a key member of the Customer Experience team, the Technical Support Specialist is responsible for diagnosing, troubleshooting, and resolving a wide range of technical issues—including software functionality, network configurations, and SQL database performance. The role requires close collaboration with in-house technical experts to interpret error logs, analyze system behavior, and provide timely resolutions that enhance customer satisfaction.
This is an in-office role located in Wellington, New Zealand
Position Scope
- Provide level 1-2 technical support for Accessit Library, addressing issues related to software performance, network configurations, and database queries.
- Diagnose and resolve diverse technical support requests, including troubleshooting software errors, network connectivity problems, firewall/router configurations, and SQL performance issues.
- Serve as a liaison between customers and in-house technical teams, ensuring effective communication and prompt resolution of technical challenges.
- Acquire and maintain an in-depth understanding of Accessit Library's architecture—including its database structure and integration points—to effectively interpret error logs and support troubleshooting efforts.
- Assist in the technical implementation and configuration of new sites by supporting installations, configuring web services, and facilitating third-party integrations as needed.
- Collaborate with cross-functional teams to contribute to service enhancements and special technical projects.
- Provide remote support using appropriate remote access tools, ensuring issues are resolved efficiently while maintaining high levels of customer service.
- Support the maintenance, backup, and documentation of client data and technical procedures.
- Represent and promote the company in a professional and positive manner at all times.
- Work closely with the functional team and training teams, in support of our customers.
- Proven experience in a customer-facing technical support role, with demonstrable troubleshooting skills across network, software, and database issues.
- Solid understanding of relational databases, with the ability to interpret software error logs and execute SQL queries as needed.
- Familiarity with multiple operating systems (Windows, Mac, Linux) and experience resolving technical issues across these platforms.
- Experience with network configuration and troubleshooting (including firewall and router issues) in a technical support environment.
- Excellent written and verbal communication skills, with a strong customer service orientation and the ability to explain technical information clearly.
- Demonstrated ability to work independently and collaboratively in a fast-paced environment while managing multiple priorities.
- A proactive, can-do attitude, strong attention to detail, and willingness to learn new technologies and tools.
- Familiarity with remote support tools and methodologies.
- This role is based in our head office in Wellington, NZ. Candidates must have a right to work in New Zealand.
- Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.
Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.
Email: recruiting@follettsoftware.com
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Wellington, Wellington, New Zealand Follett Software Full timeKey Responsibilities:We are seeking a highly skilled Technical Support Specialist to join our team in Wellington, New Zealand. Your primary focus will be on providing level 1-2 technical support for Accessit Library, addressing issues related to software performance, network configurations, and database queries.Some of your key responsibilities will...
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Wellington, Wellington, New Zealand Follett Software Full timeCompany OverviewEverything we do is for educators.We're partnering with them to advance a bold vision for education that boosts district performance and student success.At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and...
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