Software Support Analyst

3 days ago

Palmerston North, New Zealand Objective Full time

At Objective we create that software that makes a difference. With over 400 people and 5 development labs spread across Australia, New Zealand, the United States of America and the United Kingdom, Objective is a leading developer of GovTech software.

This role is based in our office in Palmerston North which has a professional but informal environment. You’ll get to work and laugh alongside a friendly and diverse bunch of people in our beautifully appointed open-plan office.

**About the role**

The Software Support Analyst is a product specialist and assists our customers in overcoming technical challenges in their day-to-day operation of our products. The prime focus is remote technical support to ensure that the Objective solution is working as designed in our customer environment. This role is crucial for building and maintaining relationships and growing customer environmental knowledge over time to ensure high levels of customer satisfaction.

**What your day will look like**:

- Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention.
- Provide remote product technical support to customers.
- Maintain up-to-date and relevant technical knowledge of Objective solutions and the environments in which customers operate.
- Obtain a solid understanding of the customer issue, diagnose, and provide an appropriate solution according to service levels.
- Manage incidents professionally and within stated timelines.
- Understand the real-world impact that issues and defects have on customers.
- Accurately record and maintain incidents in accordance with department standards.
- Assist Engineering staff in resolving product issues.
- Assist Product & Cloud Engineering staff in resolving product issues.
- Partner with Technical Account Managers when delivering outcomes for customers.

**What we are looking for**:

- High degree of knowledge in Microsoft Office (Access, Excel, Advanced MS Word, Outlook)
- General use and administration of Microsoft operating systems (Windows Server, Windows) and Knowledge of Linux (Ubuntu CLI).
- Experience with PHP scripting language (desired but not essential).
- Knowledge and experience with Relational Database Management Systems such as MySQL or SQL Server.
- Customer Focused
- High degree of professionalism
- Excellent written and verbal skills
- Flexibility and adaptability

**Why Objective?**

We recruit the best and brightest people in the industry who are passionate about their work. We aim to create an environment that allows talented people to deliver innovative technical solutions. We offer a truly flexible working environment.

Come and join a team that is making a difference, Come and join Objective.

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