Customer & Technical Support Specialist

A unique role combining customer support and onboarding with software and equipment testing. Ideal for a friendly problem solver who demonstrates attention to detail.

Techion is a Dunedin success story with global reach. Our digital diagnostic technology FECPAK is changing disease diagnosis for animals. From our New Zealand base we service customers here and in Australia, the UK and the US while developing and maintaining our platform, adding features and new tests.

The Role

This new role supports customers with onboarding and training through to troubleshooting. It also incorporates software and product testing. The role works collaboratively across the business with particular focus on relationships with sales, marketing, IT and R&D. Hours are Monday to Friday 10am - 6.30pm.

Key Attributes

• A genuine people person who enjoys helping customers and colleagues.

• Calm and unflappable, particularly when a customer is frustrated or something isn’t working.

• Technically capable and curious - not necessarily someone who knows every system, but who enjoys figuring out how things work.

• Able to explain technical information clearly.

• Reliable with follow-up and documentation - someone who owns an issue through to resolution or handover.

• Comfortable working across customer support, testing, training and operational tasks.

• Interested in AI and how AI-enabled systems can improve products, support and customer outcomes.

• Adaptable and comfortable working in an evolving environment.

Key Accountabilities

1. Customer Support
2. Customer Training and Onboarding
3. Technical Support
4. Product and Software System Testing

Success Measures

• Customers receive prompt, professional and practical support.

  • Technical issues are accurately diagnosed, resolved where possible, or escalated.

  • Customers are trained and onboarded successfully.

  • Customer interactions, technical investigations, testing and resolutions are recorded accurately.

  • Testing is completed as required, with defects and observations recorded clearly.

  • Training material and knowledge-base resources are current.

  • Recurring issues are identified and shared to support product and process improvement.

Why Techion?

Based at the Invermay Agricultural Centre, we offer a unique environment where high-tech diagnostic innovation meets real-world farming impact. This is your chance for a role in a high-growth Kiwi company.

To Apply

All applications through Seek. Please upload:

1. Your current CV.

2. A cover letter, of no more than one page, describing:

   • Your experience in customer support, technical support, IT help desk, software testing or onboarding.
   • Why you believe you would be a good fit for this role.
   • A situation where you were given a problem you had never seen before. How did you work through it, and what was the outcome?
   • Your experience learning new software, systems or technology.
   • Your interest in AI and how you believe AI could improve customer support or product quality.
   • Please include the word FECPAK somewhere in your cover letter.

Applications without the above will not be considered.

To apply for this role, applicants must have the legal right to work in New Zealand and be available to work from our Invermay office. Applicants requiring visa sponsorship will not be considered.