Technical Support Specialist

Everlink is looking for a Technical Support Specialist to join our Tauranga team. This is a support role for someone who enjoys helping customers and working through technical issues to find the right solution.

The role

You’ll be part of our frontline Support team, helping customers and distributors with software, hardware and connected systems.

The role involves working through technical issues to find the right solution, checking systems are set up to Everlink requirements, coordinating more complex issues with internal technical teams, and maintaining accurate support records.

You’ll also handle warranty and RMA requests and participate in the shared after-hours on-call roster, typically one week at a time, with an additional allowance paid for on-call periods.

What you’ll be doing

·      Providing frontline technical support by phone and email across Everlink’s software, hardware and connected systems

·      Checking systems are configured and operating in line with Everlink requirements

·      Gathering the right information and coordinating with internal technical teams when specialist input is required

·      Maintaining ownership of customer issues through to resolution

·      Keeping CRM and support ticket information accurate and up to date

·      Handling warranty and RMA requests in line with Everlink requirements

·      Contributing to support documentation and team knowledge

What we’re looking for

You’ll ideally have experience in technical support, product support, service desk or another customer-facing technical role.

We’ll provide the training and resources to learn Everlink’s products and systems. You’ll bring a logical approach, a willingness to learn and clear communication.

You’ll be comfortable:

·      Working through technical issues methodically

·      Guiding customers through technical issues over the phone.

·      Explaining technical information in plain language

·      Managing several support issues at once

·      Keeping accurate records and following agreed processes

·      Taking ownership and following issues through to resolution

·      Working with different technical teams to get issues resolved

Experience with cloud software, hardware, networking or connectivity, electronics, industrial equipment or remote technical support would be useful, but we do not expect one person to bring experience across everything.

A relevant technical qualification is useful but not essential where you can demonstrate the right practical experience and capability.

About Everlink & why join us

Everlink develops technology that helps organisations control, monitor and understand fuel and other critical liquids essential to their operations.

From our Tauranga base, we design and manufacture our own hardware, including circuit boards built in-house, develop the cloud software behind our products, and support customers across New Zealand and international markets.

We are a founder-owned New Zealand company with our Software, R&D, Manufacturing and Support teams working closely together. Because we design, build and support our own products, you’ll gain exposure to much more than a typical helpdesk role and work alongside the people developing and manufacturing the products you support.

You’ll have the opportunity to build broad technical knowledge across both hardware and software, with direct access to technical specialists and decision-makers.

Benefits

·      Competitive salary based on experience

·      Additional allowance for participation in the on-call roster

·      Southern Cross health insurance

·      Birthday leave day

·      A supportive and practical team environment

Life in Tauranga

Tauranga offers a great balance of career opportunity and lifestyle. With Mount Maunganui, beaches, coastal walks, mountain biking and the wider Bay of Plenty close by, there are plenty of ways to make the most of life outside work.

It is also well connected, with Auckland, Hamilton and Rotorua all within easy reach. For someone considering a move, Tauranga offers a relaxed lifestyle, strong regional connections and a great place to build both a career and a life.

Apply

If you enjoy helping customers, working through technical issues and learning how connected hardware and software systems work, we’d like to hear from you.