User Support Specialist

2 weeks ago

Christchurch, New Zealand Crew Technology Recruitment Full time

The Company: Crew Technology Recruitment has partnered with StaffSync, to look for a dedicated User Support Specialist to join their growing team. In this dynamic role, you'll provide essential support during and after the software implementation process, working closely with clients to ensure smooth transitions and optimal experiences. About the role: You'll be responsible for assisting with client onboarding, troubleshooting, and providing top-notch customer support. Collaborating with the implementation team, you'll help manage issues, create training materials, and ensure that clients fully understand the product to meet their business needs.  The core function of this role will be customer and client service and is not a typical Helpdesk role, as you will be providing support that will be outside of typical L1 & L2 tickets. This is a full-time role of 40 hours per week, on site in Christchurch, New Zealand and is not a remote opportunity.  Key Responsibilities: Respond to client inquiries via phone, email, and chat, providing guidance and troubleshooting.Replicate issues within the training environment and investigate to problem solve. Collaborate with internal teams to create documentation and training resources.Shadow and independently resolve issues, ensuring client satisfaction.Handle escalations and complex issues, ensuring smooth user experiences.About you: You have a passion for problem-solving and customer service. You're eager to help clients navigate challenges while ensuring optimal functionality. Skills and Experience Required: You are someone who always puts the customer first, finding solutions to their queries or issues and providing friendly and efficient service within a timely manner.  Experience in customer service or support role (this doesn't have to be in an IT environment but will need to highlight your end to end customer satisfaction journey)Strong problem-solving and attention to detail outlining your investigative skills. Project management experience showing your ability to manage multiple tasks and prioritise effectivelyA customer-centric mindset, with a passion for helping clients succeed.Technical background or familiarity with software implementation is a plus but not essential.What's on offer: Flexi-Friday - work from the office or at home.Supportive, family-like culture with wellness breaks encouraged.Growth opportunities in a scaling business, with potential to move into training or software implementation roles.Apply now: If you are a motivated problem-solver ready to make a difference, please submit your resume and cover letter. For more information, contact Missy Limu-Franklin at (email protected).

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