Application Support / Software Services Consultant

We are looking for a champion consultant who demonstrates excellent problem-solving skills, a can-do attitude, and a logical mindset. With fantastic communication skills, you have the drive and motivation to deliver first-rate service to our customers working on several tasks simultaneously.


About the role

This is a product specialist role, you will assist our customers in overcoming technical challenges in their day-to-day operation of our products. The prime focus of this role is to provide technical support as an application consultant, provide software demos, help onboard new customers, liaise with developers on prioritised bugs/tickets and helping with business requirements by working directly with Product Owner.

Please only consider applying if you can work during the hours of 8 am NZT to 6 pm NZT – Monday to Friday



What your day will look like

* Provide remote product technical support to customers via chat, emails, phone calls
* Maintain up-to-date and relevant technical knowledge of our Student Management
System and the environments in which customers operate
* Manage end to end onboarding for new customers
* Obtain a solid understanding of the customer issue, diagnose, and provide an
appropriate solution according to service levels
* Manage incidents (tickets) professionally and within stated timelines
* Understand the real-world impact that issues and defects have on customers
* Accurately record and maintain incidents
* Manage system configuration and data migration for new clients
* Lead and facilitate client demos and meetings and trainings predominately virtually
and in person from time to time
* Previous experience working in a commercial software / application support role
* Create & maintain help guides, how-to tutorials, weekly newsletters and release notes



What we are looking for

* Customer Focused
* High degree of professionalism
* Excellent written and verbal skills
* Flexibility and adaptability