Product Support Consultant

1 week ago

Auckland City, New Zealand Orikan Full time

**Introduction**:
Who are we?
**Description**:
About the role
Our Product Support team provide Level 2 advice and solutions to our software technology clients across New Zealand and Australia. Each day you will:

- Manage individual allocated cases within KPIs, including regular updates to the customer.
- Seek resolutions from other teams within Orikan, including Technical Services and Development, whilst retaining ownership of the case management.
- Working with clients to document and update system requirements.
- Writing and executing SQL queries in MS SQL databases to extract data and for reporting purposes.
- Escalating cases to the Development team for technically complex cases or requests, whilst maintaining communication with the customer as to the status.
- On a rotation basis be available to provide 24x7 “on-call” support for specified clients

About You
Critical to the success of this role is a demonstrated consultative, customer-centric approach, a clear ability to build strong relationships with Orikan customers and business stakeholders at all levels and explain complex technology terms in a way which suits the intended audience. You'll also bring to the role:

- A commitment to providing high levels of customer service demonstrated through a 'customer first' mindset
- Ability to train other staff to an adequate level of competency
- Experience using remote tools and diagnostic utilities to aid in troubleshooting.
- Ability to write and understand basic SQL queries.
- Demonstrated ability to to plan, prioritise and organise workload, consistently working within service standards and agreed objectives.
- Flexibility to deal with shifting priorities, high pressure demands and tight timelines.
- Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English.
- Ability to respond thoughtfully and appropriately in a variety of situations to a variety of audiences
- Excellent attention to detail and accuracy.
- Experience in being the key liaison between the support and software development teams
- A positive attitude, with drive for achievement and continuous improvement.

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