Customer Support Specialist

4 weeks ago

Auckland, New Zealand Halter Full time

We are looking for a passionate and driven Customer Support Specialist to join our Auckland HQ-based team. This is your chance to be part of a positive disruption in the farming industry, directly shaping and impacting how Halter's technology is used on thousands of farms around the world.In the future, when we look back on farming and remember a time when farmers used to get cows in, plate metre pasture, put fences up, pull tillers… you'll be able to say you played a pivotal role in that transformation. You'll be part of an outstanding team, dedicated to making sure farmers get the most out of Halter.Reporting directly to the Head of Customer Support, you'll be the first point of contact for our farmers, providing a mix of proactive and reactive technical support and education as they learn to get the best out of Halter.We're looking for big thinkers who know how to get stuff done. People who are comfortable working in a dynamic environment where they'll be challenged daily. We want people who are obsessed with helping our farmers succeed. To nail this role, you'll need to learn quickly, use your initiative, and work well under pressure and tight deadlines.This role is about two things: supporting Halter's farmers all the way through the process to make their farms more productive and efficient, and building genuine, lasting relationships with them. These goals go hand in hand, and the best candidates will be motivated and excited to excel in both.What your day could look likeActively listening to customers, gathering information, and providing personalised solutions to their inquiries.Proactively analysing data to offer valuable insights and recommendations to customers.Investigating, documenting, escalating, and tracking customer issues using the internal ticket system (Intercom).Continuously monitoring and assessing customer sentiment and feedback, addressing issues promptly.Learning about our animals and their behaviours.Gaining in-depth knowledge of both the hardware and software components that are integral to our product.Building deep relationships with our farmers to drive customer success.Handling escalated customer issues with a sense of urgency and efficiency to ensure the highest level of customer satisfaction.Actively participating in projects aimed at enhancing the customer journey.Creating and maintaining documentation for the customer help centre.Collaborating with the product development and engineering teams to convey customer feedback and suggest improvements or new features.Contributing to a variety of exciting projects characteristic of a growth-stage startup.Who are we looking forAn ideal candidate has a track record of providing exceptional customer service across various industries or a background in the agricultural sector.Candidates enthusiastic about learning and eager to make an impact.An interest in technology.Strong written and verbal communication skills to provide instructions and guidance.Collaboration skills to work with diverse teams, from customer success to engineering and sales.A genuine passion for helping customers succeed with technology.Analytical mindset, critical thinking, and problem-solving abilities.Evidence-based reasoning and the capacity for autonomous decision-making.High degree of ownership and the ability to thrive in a self-motivating, demanding, and dynamic startup environment.A sense of humour and the ability to contribute positively to a supportive and cheerful environment.Why our team loves working at HalterDedicate yourself to solving real-world problems alongside an epic team in a culture designed around growth.A genuine and shared connection to our mission to make a difference in the world.The pride of joining an iconic New Zealand technology company.Our ideas are truly valued, we are able to move fast, and our impact is real.State-of-the-art, dog-friendly office that's been thoughtfully designed right in the heart of Auckland city.Healthy body, healthy mind. We're partnered with Southern Cross Health Insurance to support your well-being.We offer 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family.Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth.Our time to recharge is valued, we're offered wellness leave and unlimited paid annual leave.We offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan.Delicious snacks and drinks are available for your daily flow.Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. If you think you have what it takes but don't necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We'd love to chat to see if you'll be an epic fitJoin our teamIf this opportunity sounds like you, please apply below by sending through your cover letter explaining why you're excited about this role and working at Halter, along with your CV, and we'll be in touch
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