Job Overview

Our client is seeking a Technical Support Specialist to support their helpdesk and technical team by managing inbound customer calls and delivering efficient technical assistance. The primary goal of this role is to achieve first call resolution by accurately diagnosing and resolving technical issues while maintaining a high standard of customer service.

Schedule

Monday - Friday, 8:00 AM - 5:00 PM Auckland Time, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Handle inbound calls and provide timely technical support to customers
• Diagnose and resolve Level 1.5 to Level 2 technical issues
• Deliver clear, professional communication, particularly when supporting NZ-based customers
• Escalate complex technical concerns when required, ensuring proper documentation is completed
• Maintain accurate records of issues, resolutions, and customer interactions
• Ensure high levels of customer satisfaction through efficient issue resolution
• Assist with general technical documentation and process improvements

Technical Scope & Tools

• Provide support for Microsoft 365, including software and licensing concerns
• Troubleshoot email-related issues, including server and configuration concerns
• Perform remote support using tools such as Halo (CRM), ScreenConnect, and TeamViewer
• Support Apple (Mac) devices, including guiding users to enable remote access
• Work with cloud-based applications, including platforms like Xero and website management tools

Training & Support Training will be provided for internal systems and any tools that are unfamiliar. Ongoing support will be available to ensure success in the role.

Requirements

• Proven experience in a helpdesk or technical support role
• Strong knowledge of basic to intermediate software applications
• Solid troubleshooting and critical thinking skills
• Excellent English communication skills (verbal and written)
• Strong customer service orientation with a problem-solving mindset

Qualifications

• Experience using Halo CRM, ScreenConnect, or TeamViewer
• Familiarity with cloud-based systems and accounting tools (e.g., Xero)
• Experience supporting Apple/Mac environments remotely

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.