Technical Support Representative

2 weeks ago

Auckland City, New Zealand FUJIFILM Full time

12 months fixed-term, full-time position
- Multiple roles available- Excellent staff benefits
- Internationally renowned and global industry-leading company

**About FUJIFILM Business Innovation**

At FUJIFILM Business Innovation New Zealand (FBNZ), helping Kiwis work smarter isn’t just what we do—it’s who we are. For over 60 years we’ve partnered with businesses of all sizes, tackling challenges head-on and delivering real solutions that make a difference.

Our approach is simple: we solve problems. Whether it’s automating complex workflows, enabling seamless collaboration, or delivering industry-leading cyber security, IT and print solutions, we work side by side with our customers to ensure they’re equipped to succeed. From small enterprises to large corporations, we’ve earned the trust of organisations across New Zealand who depend on us to keep them ahead of the curve.

At FBNZ, you’ll be part of a team that sets the pace for the industry—driving change and shaping the future of how our customers work. If you thrive on solving problems, pushing boundaries, and making an impact, this is the place for you.

**About the role**

Great opportunity for a high performing individual who enjoys problem-solving, helping others, and working in a fast-paced environment.

Reporting to the Contact Centre Manager, this role will be responsible for understanding and identifying customer issues to either resolve them directly or direct them to the right team for a quick solution. You’ll also be hands-on in resolving queries, particularly around hardware, software, and device connectivity.

Other duties include:

- Identify issues quickly to escalate case to the appropriate team
- Understand what could be resolved remotely or what will require an engineer on site
- Responsible for maintaining accurate customer records so that the reporting shared with customer is accurate at all times
- Manage proactive alerts and requests to ensure quick resolutions.
- Support the wider Call Centre team with a variety of tasks.
- Escalate complex issues to specialist teams while keeping customers informed on progress.
- Ensure excellent customer experience by managing each case with patience and attention to detail.
- Log engineer jobs for allocation by the Service Works Control team.

**Skills & experience**
- Previous Contact Centre experience will be advantageous
- Strong communication and active listening skills
- A problem-solving mindset and ability to think on your feet.
- Patience, empathy, and professionalism when dealing with customer frustrations.
- Basic technical knowledge or willingness to learn (we provide training)
- Ability to multitask and prioritize workload
- Professional and friendly telephone manner
- High level of conflict resolution skills

**Benefits**
- Superannuation contributions (on top of KiwiSaver)
- Fully funded Southern Cross Health Insurance (Regular Care for you and your family)
- Annual Health & Wellbeing Subsidy
- Generous Long Service Awards
- Birthday Leave and other special leave days

**Please note that only applicants with the right to work in New Zealand will be considered for this position

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