Support Analyst

Job Description

Stay Connected. Grow Your Career.

Are you a natural troubleshooter who enjoys solving complex problems and delivering great customer experiences?

Are you looking to build a clear pathway toward becoming a Junior Network,Manager Service, or Voice Engineer?

If so, this could be thepathfor you.

About You

You'llthrive in a fastpaced support environment and take pride in your attention to detail and commitment to customer satisfaction. Ideally,you'llbring:

• A strong aptitude for troubleshooting, with confidence handling technical challenges headon
  
  

• Handson experience supporting VoIP services, including Cloud PBX (Kazoo) and callflow configuration
  
  

• Knowledge of telco provisioning, including broadband and VoIP services such as service activation, order management, and platform configuration
  
  

• The ability to juggle multiple support channels(phone, email, and live chat)whilemaintaininga consistently high standard of service
  
  

• Excellent communication skills, with a customerfocused and solutionsdriven mindset
  
  

• A genuine passion for learning, professional development, and staying up to date with product changes and industry best practice
  
  

Ifyou'remotivated, detailoriented, and keen to grow your technical career within the telecommunications space,we'dlove to hear from you.

Sound like you? Apply now and take the next step in your career!

About Us

Voyager is your true-blue, down-to-earth, 100% Kiwi owned telecommunications provider. Built on a foundation of passion andexpertise, we deliver ultra-fast broadband, voice,domain name, and hosting services to thousands of businesses and homes around New Zealand.

We'refocused on keeping Kiwis connected and helping companies across New Zealand do business better. Our extensive knowledge of all things digitalcombinewith our friendly, helpful technology experts to make Voyager the right choice for a digital transformation partner.

We invest in our people, and we will help you grow your career with us. Check us out on our various social media platforms and visit our YouTube channel for a peek at what life at Voyager is like, including our iconic Christmas video!

What will you do?

Voyager isseekinga dedicated and motivated Helpdesk professional to join our team in Christchurch. You will take the lead in providing customer service and technical support to our nationwide customer base of over 30,000 Business, Residential, and Wholesale customers.

As a support analyst, you willbe responsible forsupporting our clients and providingresolutiononcallsregardingbroadband, voice, and internet services. Escalating when necessary to ensure incidents and requests are resolved as quickly and efficiently as possible to help provide our customers with excellent support.

Based in Riccarton. Shifts are rotational 5 x8-hourshifts over 5 days between 08.00am - 10.00pm

The Role Involves:

• Troubleshooting and resolving technical issues for a wide range of Internet services from broadband and voice to domain names, email, web hosting, and servers
  
  

• Providing 1st and 2nd level telephone,chatand email-based support to customers
  
  

• Prioritisingand managing your own workflow
  
  

• Maintainingdocumentation related to Voyager systems,productsand services.

What's in it for you?

We are experiencing huge growth, scaling up and out, thisisa great timeto join Voyager and be part of our future. You will be surrounded by people who are not content with "good enough", working for a company that will support you to be your best self.

In addition, a career at Voyager offers:

• Ongoing support for your professional development

• Paid Birthday Leave and Long Service Leave

• Free parking provided on site in Christchurch

• A pool table and a fully equipped kitchen and break area

• Barista coffee, regular social events, and Friday drinks

• Company Internet / Services allowance

• Friends and Familyoffersfor our services

About You

You will be customer-focused and be able to execute tasks in a high-pressure environment.

You must have:

• Minimum 1years'experience working in a contactcentreenvironment

• Knowledge of Linux,Windowsand MAC operating systems

• Intermediate knowledge of internet technologies - networking, DNS, broadband and VoIP, including configuration of VoIP devices and broadband routers

• A strong command of the English language, both verbal and written is essential.

• A positive attitude and strong attention to detail

• A passion for delivering awesome customer service

• Ideally a Level 6 IT Diploma or vendor equivalent qualification orcertificationsin Networking (CCNAor NSE),orVoIP.

Previous experience in Telecommunications, IT helpdesk or contactcentreenvironments is preferable.

How to Apply

If you are excited by the idea of joining us on our voyage,we'dlove to hear from you - making sure to include your CV and a covering letter.

You must be living in New Zealand and legally able to work for Voyager in New Zealand.

Pre-employment test - Ministry of Justice

Voyager requires all successful applicants to complete a pre-employment Ministry of Justice criminal records check.