Product Support Specialist

Job Summary:

As our Product Support Specialist, you are responsible for providing remote and/or on-site technical support to clients and assisting with various development tasks (HTML, JavaScript, CSS) to support internal and client-driven projects. Your role will include answering phone and email support requests and communicating directly with clients in order to help them diagnose and resolve issues they are having with the Juvare suite of products and services.

With a keen eye for detail, and a desire to help agencies become better prepared to face a crisis, you'll be based in Wellington and will work with high profile organisations throughout Australia and New Zealand. 

You'll have experience in a range of development technologies, with prior experience in implementing software. As you can imagine, deadlines in this industry can change in an instant, so you'll have a superior ability to multi-task and meet changing deadlines.

Reports to:  Chief Operations Officer, Juvare Asia Pacific

Location:  Wellington CBD

Responsibilities:

• Provide telephone and email support to a global client base.
• Be rostered on to the after-hours support roster (approx. once per month).
• Verify bugs reported by clients and report to development.
• Submit product enhancements from clients to development.
• Troubleshoot and resolve product configuration issues.
• Assist in maintaining our knowledge base of common problems and solutions.
• Demonstrate personal discipline and assure quality of service provided.
• Understand and be aware of, Juvare information security policies and standards.
• Always protect company and client information.
• Inform the Compliance Officer or hot line of any information security issues.
• Working hours may be adjusted to match the weekday operating hours of clients in Australia.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree required. (Computer Science, Information Systems or similar technical major strongly preferred).
• 1+ years’ technical software development experience.
• 2+ years’ experience in a technical support call center environment.
• 2+ years of HTML, CSS, JavaScript experience.

Skills/ Knowledge Requirements:

• Exceptional analytical and problem-solving skills.
• Excellent understanding of HTML, CSS and Javascript.
• Experience with Bootstrap versions 3 and 4.
• Experience with jQuery.
• Experience with RESTful services and APIs.
• Experience with SQL Server.
• Excellent verbal, written and presentation skills.
• Superior ability to multi-task and meet changing deadlines.
• Good understanding of servers and data flow.
• Passion to provide outstanding service to both internal and external clients.
• Ability and willingness to travel if required.

What we offer:

• Chance to develop a product that makes a difference in people’s life.
• Professional training and development opportunities.
• Attractive compensation and benefits package.
• Flexible working environment.
• A personalized development plan and regular progress reviews.