Software Support Lead, Auckland
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RWA People

Software Support Lead

  • Posted 3w ago
  • On Site
  • Full Time

Auckland

Job Description

  • Technical Support & Troubleshooting
  • Zendesk & Process Improvement
  • Support + Testing Mindset


The Opportunity


You’ll take ownership of the support function and processes, driving day-to-day support activities, improving workflows and ensuring issues are managed through to resolution


This is a low-volume, highly technical support environment where you’ll have the opportunity to really understand our customers' software implementations, server configurations and technical environments.


You’ll take ownership of the majority of task-based support requests, investigating issues, troubleshooting problems and working autonomously to find solutions. We’re looking for someone who enjoys getting into the detail rather than simply following a script.


Importantly, this role also has a strong testing mindset . You’ll use insights from customer support to help improve our testing and solution processes and, during quieter support periods, contribute to software testing from a user experience perspective .


  • What You'll Be Doing Provide technical support to customers via phone, email and remote access.
  • Own and manage technical support requests through to resolution.
  • Diagnose, troubleshoot and investigate software and technical issues.
  • Manage support cases using Zendesk , including workflows and automations.
  • Work closely with Development and Engineering teams to resolve complex issues.
  • Identify recurring issues and provide feedback to improve products and solutions.
  • Contribute to software testing and QA activities, particularly from a customer and UX perspective .
  • Assist with software installations, upgrades and configurations.
  • Provide customer training on software features and functionality when required.
  • Maintain accurate support documentation and contribute to knowledge articles and training materials.
  • Keep customers informed with clear, timely and professional communication.
  • Continuously build your technical knowledge of our products and customer environments.


What We're Looking For


We’re looking for someone who is inquisitive, analytical and comfortable working independently .


You’ll ideally bring:


  • 5+ years' experience in technical support, software support, QA/testing or a similar technical role.
  • Experience with Zendesk , ideally including ticketing workflows and automations.
  • Strong troubleshooting and problem-solving skills.
  • Good understanding of operating systems, databases and networking concepts.
  • Exposure to software development, testing or QA processes.
  • A strong attention to detail and a genuine tester mindset .
  • Excellent written and verbal communication skills.
  • Strong customer service and stakeholder management skills.
  • The ability to investigate issues independently and take ownership from start to finish.
  • A willingness to learn new technologies and understand complex customer environments.
  • A relevant qualification in Computer Science, IT or a related discipline is preferred.
  • Only people with the right to live and work in New Zealand may apply for this role.


Don't forget to visit our website for more vacancies and job opportunities: www.rwa.co.nz


Job Reference number: SD-4070359


Desired Hard Skills

  • Troubleshooting
  • Software Testing
  • Zendesk
  • Customer Training
  • Technical Support

Desired Soft Skills

  • Ownership
  • Customer Service
  • Problem Solving
  • Analytical Thinking
  • Communication Skills

Job Schedule

  • Monday to Friday

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