Application and Technical Support Specialist
Auckland, NZ
2d ago

We are the leading provider of Practice Management software for the world’s largest law firms. We’ve been doing this for over 30 years.

While our headquarters are in the US in Atlanta, our largest development centre is here in New Zealand on the North Shore with over 100 engineers focused on expanding and improving our products.

We have a diverse mix of highly talented folks, ranging from fresh, eager graduates to domain and technology experts with decades of experience to draw on.

This isn’t just another job; it’s about building your career and working together to support your aspiration of becoming a real IT professional.

There will always be something new and exciting for you to get stuck into our teams are working on the latest technology, the products are complex and challenging and you’ll get fantastic experience alongside some very sharp people.

As an Application and Technical Support Specialist based in our Albany office you will be providing exceptional customer service to our clients by providing technical support and answering complex questions on the function and usage of our product via telephone and or internet.

This dynamic role addresses, documents, and resolves client issues while adhering to service level agreements to move the product forward.

What You'll Be Doing

  • Provides technical support to customers, answering complex questions on function and usage of product via the telephone and / or Internet.
  • Serves as primary liaison between company and client.
  • Conveys customer feedback to product development staff. Possesses thorough knowledge of company’s products used by customers.
  • Operates under moderate supervision.

  • Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations / setup, product functionality and bugs / enhancements.
  • Keeps customer informed of how and when issues are resolved.
  • Involved in any additional follow up, testing and troubleshooting.
  • Responsible for appropriate referral to other departments and quality assurance areas.
  • Promotes and maintains a high quality, professional, service-oriented company image among users.
  • Get hands-on in the first week!
  • Support our Asia / Pacific clients with technical and product queries relating to our practice management software.
  • Answering complex questions on business process, function and use of our products.
  • Analyse issues, research and identify solutions, working closely with clients through to resolution.
  • Grow your core skills while getting to work with some of the latest technology releases from Microsoft.
  • Your technology focus will include :
  • Databases Maintenance and optimization of the SQL schema and database structures.
  • System and mobile application management Provide expert advice to our clients around implementation, maintenance and troubleshooting across a wide product suite.
  • Must have skills :

  • Experience : 6 months to a years in a similar technical support environment
  • Communication : you'll have excellent written and verbal skills and the ability to build relationships with a range of clients.
  • Technical skills : you'll be familiar with relational databases, networking, Microsoft Technologies and be able to troubleshoot Windows application problems.
  • C#, .Net, Python, Mobile application, Cloud and System and mobile application management Provide expert advice to our clients around implementation, maintenance and troubleshooting across a wide product suite.

    Our Culture

    Our industry requires continuous learning, and we’re here to encourage that. There are bonuses for achieving certifications, we’re a Microsoft Gold Partner, and shared learning is encouraged in many ways such as lunch n’ learns, hackathons and meet-ups.

    One of the company goals is to be active in the community, and so we have a couple of community days each year when we get out of the office and help out in various projects and organizations.

    There’s a range of lunchtime activities such as basketball, MtG or you can try to work up the table tennis ladder. There are bikes racks in the garage and a couple of showers in the office if you want to avoid commuting by car, there’s a local gym with subsidized memberships.

    Our social club arranges several events during the year.

    Our Package

    Working in a modern, open office gives you the option of a standing desk and we provide the latest hardware, which is regularly refreshed.

    There are plenty of breakout areas as well as meeting rooms and focus spaces when you need them.

    In addition to salary, there’s a generous employer KiwiSaver contribution, additional sick leave, a formal bonus scheme, flexible working options, income protection, life insurance, access to a financial advisor and more.

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