Tech-Savvy Customer Support Specialist

About the Role RUC on Rails operates a coordinated brand ecosystem supporting New Zealand’s transition to full digital Road User Charges. Our brands include: RUC Pass RUC Warehouse RUC Compare RUC Hub Customer support across our brand ecosystem is structured and technology-supported. We use proprietary internal systems and automated workflows to manage the majority of inbound queries. The Customer Service Representative role focuses on reviewing flagged cases, responding to structured enquiries, and supporting escalations where required. This is not a traditional call-centre environment. What You’ll Be Responsible For Responding to customer enquiries across multiple platforms Reviewing automated support flags and structured cases Supporting dispute handling and basic escalation processes Following defined response protocols Logging and documenting interactions clearly Maintaining consistent communication standards Escalating complex issues to the Customer Experience Lead Most customer flows are automated. Your role is to manage exceptions, edge cases, and structured interactions that require human judgement. Technical Expectations You must be comfortable working in a technology-driven environment. You should: Understand how web platforms and account systems function Be confident using internal dashboards and support tools Follow structured workflows accurately Be comfortable working alongside automation and AI-assisted responses You are not required to code. However, you must be comfortable operating within proprietary systems and interpreting case data. AI familiarity is highly regarded, as our support workflows incorporate automation and structured response tools. #J-18808-Ljbffr