Support Specialist

As a Support Specialist in our Auckland team, your mission is to become an expert in Vista Group software, playing a key role in customer service and technical support.

This is a fast-paced role where you will prioritize multiple tasks, troubleshoot effectively, and provide excellent communication to internal and external stakeholders.

We'd expect you to be a self-starter, needing to seek guidance or instruction infrequently. We'd like to see you starting to practice some basic leadership capabilities, and readily taking proactive measures to prevent software issues. You will consistently achieve business goals and metrics successfully, promptly, and accurately.

About the role

• Investigate, track, find solutions, and resolve support issues and questions
• Test solutions before deploying to production, understand program code and error logs, and log software bugs, in collaboration with clients, team members, vendors, and third parties around the world in various roles
• Install and configure Vista Group software remotely and onsite, as part of troubleshooting, resolving issues or onboarding, as needed
• Perform cross-regional and cross-departmental tasks and initiatives as assigned either on an ad-hoc, temporary basis, or as part of a more formal rotation program
• Become knowledgeable of Vista Group software and the cinema industry to effectively serve clients
• Upskill and train clients, team members, vendors, and third parties via various methods such as creating documentation and hosting training sessions
• Build strong relationships with clients and team members
• Be available on rotation with a cell phone for urgent after-hours support issues
• Travel domestically and internationally on occasion

You'll need

• Specific knowledge of SQL Server, Visual Basic, .NET, cloud technologies, and networking
• Excellent problem-solving and analytical skills, verbal and written communication, and organizational skills with meticulous attention to detail
• Proven ability to remain composed under pressure, use independent discretion and judgment to assess situations, and respond appropriately
• A commitment to excellent customer service and dedication to creating great outcomes and working relationships
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc...)
• Current valid passport or able to obtain one promptly if required
• Undergraduate degree or certifications in related technical area would be preferred

About Vista

Vista is a world-leading company that makes software for the cinema industry. Started in Auckland, New Zealand, over 25 years ago, we now serve cinemas, film distributors, and moviegoers worldwide.

Our HQ is in the City Works Depot in Auckland. We have offices and subsidiary companies in Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. We use the latest technologies and offer a fun, agile and collaborative environment. We continue to innovate and build our reputation as one of the best Kiwi tech companies to work for.

Shared Standards

Our Shared Standards act as a compass for how we work together and reflect the behaviours we value at Vista Group. The way in which each member of our crew embodies these Shared Standards is an indicator for performance and success, as it aligns with our vision and strategy.

One Crew 
• We're a diverse team, in different places and functions, and we're at our best when we connect, help and collaborate

Shine a Light 
• We communicate openly, we explain the why, and we ask when we don't understand. We don't leave people in the dark

Make it Happen 
• We make good things happen as people and as teams through our focus on delivery

Chase Great 
• We challenge ourselves and each other to keep improving

You will be supported to continually learn and improve your tech skills, share knowledge and ideas in the team, and be part of a dynamic and open culture.

We have a range of benefits that include:

• Excellent work/life balance including a 4 ½ day working week
• Hybrid working (home and office based split, requiring regular weekly attendance in the Auckland office)
• Medical and Life insurance
• Volunteer day, enhanced paid parental leave and wellness benefits
• Strong mentoring & career development focus
• Fun team events including the Vista Innovation Cup

If you enjoy a challenge and working in a dynamic and collaborative team, you'll love working at Vista.

We value inclusivity celebrate diversity and are committed to offering equal opportunity to our staff and candidates — regardless of gender, age, race, ethnicity, marital status, disability, sex, sexual orientation, religious, ethical beliefs or political opinion. This commitment is reflected in all our employment policies and procedures.