Software Customer Support

Based on the advert, here are the key selling points for candidates: Growth pathway into technical/engineering work — this isn't a dead-end support role. The natural progression (Tier 1 → Tier 2 → engineering/QA) is built into how the role is framed, appealing to candidates who want to build a long-term IT career rather than just answer tickets. Ownership and autonomy — the role explicitly includes making the call on when to escape and contributing to knowledge base and process improvements, which appeals to candidates who want responsibility, not just a script to follow. Software Customer Support Location: Lower Hutt About the Role We are seeking an enthusiastic and customer-focused Software Customer Support to join our technology team. This role provides first and second line technical support to customers using our e-bench software product, helping them resolve issues, understand features, and get the most out of our platform. You'll work closely with customers and our development team, diagnosing problems, escalating genuine defects where needed, and helping keep our knowledge base and support processes sharp. This is a great opportunity to build deep product knowledge and grow toward more technical or engineering-facing work over time. Key Responsibilities - Provide support for customer-reported software issues via email, and phone. - Diagnose user-reported problems, distinguishing genuine bugs from configuration issues, user error, or training gaps. - Reproduce reported issues, gather logs and diagnostic evidence, and document clear reproduction steps. - Escalate confirmed defects to the development team with a complete, structured handoff, so issues are resolved quickly and customers aren't asked to repeat themselves. - Maintain and grow the knowledge base, writing clear articles from resolved tickets so common issues get answered faster next time. - Communicate technical concepts to non-technical customers in a clear, friendly, and reassuring way. - Track ticket status and severity, keeping customers updated throughout their support journey. - Contribute to continuous improvement by identifying recurring issues and feeding them back into product and documentation decisions. About You - A Diploma or higher qualification (Bachelor's preferred) in Information Technology, Computer Science, or a related field — or equivalent hands-on experience. - Strong problem-solving skills and the ability to methodically troubleshoot software issues. - Good written and verbal communication skills, with a genuine customer-first approach. - Comfort reading logs, using admin tools, and following (and improving) documented processes. - Ability to work independently while knowing when to escape — you're confident making that call. - An interest in growing your skills across software support, with a pathway toward more technical, QA, or engineering-adjacent work. - Prior experience with a ticketing system (e.g. Odoo, or similar) is a plus but not essential. - Familiarity with the e-bench coding language, or a demonstrated ability to learn it quickly. - Ability to read and interpret Email Processing Error messages, and use them to diagnose the underlying issue. What We Offer - The chance to work closely with an established software company and build deep product expertise. - Exposure to a wide range of customer environments, use cases, and technical challenges. - A supportive team environment with real opportunities to develop your career, including a natural pathway toward more senior technical support or engineering roles. - Hybrid working conditions after 3rd Month #J-18808-Ljbffr