Customer Support Specialist

About CONQA

CONQA is a construction technology business helping teams manage quality assurance through easy-to-use digital tools. Our platform helps customers capture quality records, keep track of work and build confidence in what’s being delivered.

At CONQA, great customer support is central to how we build trust and keep construction teams moving. As our Customer Support Specialist, you’ll turn questions into confidence, solve problems that matter and help shape the experience that keeps customers choosing CONQA.

About the role

Reporting to the Customer Success Lead, you’ll help customers navigate CONQA, resolve issues and get the support they need to keep moving.

You will work closely with our Customer Success Managers, supporting onboarding, technical setup and ongoing customer needs. Alongside day-to-day enquiries, you’ll contribute to documentation and processes that make the customer experience better.

You’ll be responsible for:

• Responding to customer enquiries and support tickets with clear, helpful guidance.
• Troubleshooting issues, escalating where needed and keeping customers informed.
• Supporting customer onboarding, platform setup and configuration.
• Joining customer calls and helping deliver professional services.
• Maintaining accurate customer, billing and reporting records.
• Creating and updating support documentation.
• Identifying recurring issues and opportunities to improve our support processes.

About you

You might already have experience in customer support or technology, or you might bring a different background with the drive to learn. What matters is that you care about delivering an outstanding customer experience. You’re curious, ask questions and always look for ways to do things better. You’re willing to tackle the tricky stuff, take ownership and keep learning with a team beside you to share their knowledge and support you along the way.

Ideally you will bring:

• Experience in customer support within SaaS or technology business.
• Practical troubleshooting skills and a willingness to investigate unfamiliar problems.
• Strong written and verbal communication.
• Experience using CRM, helpdesk or ticketing systems.
• The ability to prioritise enquiries and meet agreed service levels.
• A customer-focused approach and strong attention to detail.

Experience in B2B SaaS, tools such as Zendesk, Intercom or Jira, or construction technology would be helpful.

Why CONQA?

Your work will have a direct impact on customers using CONQA in their day-to-day operations. You’ll build your product knowledge, work closely with the Customer Success team and have opportunities to contribute ideas that improve how we work.

This is a permanent, full-time role based in Auckland, with a hybrid model working Tuesday and Thursday in the office. We are ideally looking for someone who would be available to cover our 11-7pm shift Monday to Friday as we service clients in Australia too.

Interested?

We are looking for someone to join our great team of like minded people. Make your next move and apply now.