Customer Product Support

About us

OneLaw is a growing NZ-based software company, which provides specialist practice management software for NZ law firms. We are a small but successful team, with a head office in Christchurch and additional team members throughout NZ.

Our business is gaining momentum, and with 230+ firms now using our software, we have a great base and fantastic growth prospects. We are known for modern, innovative software and fantastic service (our team has a 98-100% customer satisfaction rating). We have a lot of fun, don't take ourselves too seriously, and are looking for someone who will contribute positively to our workplace environment.

About our role

As our Customer Product Support, you will have proven technical support desk experience ideally working within software and services. You will have a curious, analytical mindset with high levels of customer service and the genuine desire to help our clients. Having good investigative skills alongside the ability to learn quickly and guide others will see you succeed in this role. You are a strong team player who does what is best for the collective team, helping and supporting them to success. You have a cool, calm and collected personality, good with the detail, and strong administrative and technical skills.

Reporting into the Support Manager, you will be an integral part of the team helping in shaping our brand, products, training materials, and content awareness. You will be provided with in-depth training on our OneLaw software to become an expert on our features and benefits to best serve and support our customers. There are career growth opportunities in this growing company for the right team player.

What you'll do

• Staff our support desk and provide Tier 1 technical and product support and coverage across the team
• Build exceptional rapport with our customers and exceed customer expectations
• Provide knowledgeable product support and guidance to our customers, escalating issues where necessary to Tier 2 technical services or trust accounting specialists
• Work alongside the Product, Support, Sales and Training teams to stay ahead of new features and developments
• Gain understanding of legal, practice management and technical support solutions
• Help maintain and develop our Zendesk Knowledge Base, automations and templates
• Contribute to the continuous improvement of the support function and the desire to consistently raise the support standards of the business
• Review weekly and monthly reporting and make recommendations for improvements
• Work collaboratively with the support, sales, implementation and training teams to help and assist wherever possible as your knowledge increases.

What you'll bring

• 2-3 years' experience in a support desk role (ideally working within a software-based industry) or a customer facing role using multiple channels
• Zendesk knowledge or similar ticketing and knowledge centre experience
• Some experience with legal or accounting or practice management in another field would be advantageous
• An ability to learn continuously and quickly is essential
• Excellent troubleshooting and problem-solving skills
• Great customer service and communication skills, both verbal and written
• 'Nothing is too much trouble' attitude with good patience and staying calm under pressure
• Ability to work well autonomously and within a team environment
• Strong English literacy and communication
• Self-starter, clear communicator and collaborative manner

To apply

If this role is of interest and you would like to be considered, we would love to hear from you. Please Apply Now and submit your updated CV via SEEK.

Please note: You must be eligible to work in NZ to be considered for this role.