This position supports one of our portfolio products, Accessit Library, by delivering expert technical support to our customers, potential customers, and internal teams. As a key member of the Customer Experience team, the Technical Support Specialist is responsible for diagnosing, troubleshooting, and resolving a wide range of technical issues—including software functionality, network configurations, and SQL database performance. The role requires close collaboration with in-house technical experts to interpret error logs, analyze system behavior, and provide timely resolutions that enhance customer satisfaction. 

This is an in office role located in Wellington, New Zealand

Position Scope:

• Provide level 1-2 technical support for Accessit Library, addressing issues related to software performance, network configurations, and database queries.
• Diagnose and resolve diverse technical support requests, including troubleshooting software errors, network connectivity problems, firewall/router configurations, and SQL performance issues.
• Serve as a liaison between customers and in-house technical teams, ensuring effective communication and prompt resolution of technical challenges.
• Acquire and maintain an in-depth understanding of Accessit Library’s architecture—including its database structure and integration points—to effectively interpret error logs and support troubleshooting efforts.
• Assist in the technical implementation and configuration of new sites by supporting installations, configuring web services, and facilitating third-party integrations as needed.
• Collaborate with cross-functional teams to contribute to service enhancements and special technical projects.
• Provide remote support using appropriate remote access tools, ensuring issues are resolved efficiently while maintaining high levels of customer service.
• Support the maintenance, backup, and documentation of client data and technical procedures.
• Represent and promote the company in a professional and positive manner at all times.
• Work closely with the functional team and training teams, in support of our customers.

Qualifications:

• Proven experience in a customer-facing technical support role, with demonstrable troubleshooting skills across network, software, and database issues.
• Solid understanding of relational databases, with the ability to interpret software error logs and execute SQL queries as needed.
• Familiarity with multiple operating systems (Windows, Mac, Linux) and experience resolving technical issues across these platforms.
• Experience with network configuration and troubleshooting (including firewall and router issues) in a technical support environment.
• Excellent written and verbal communication skills, with a strong customer service orientation and the ability to explain technical information clearly.
• Demonstrated ability to work independently and collaboratively in a fast-paced environment while managing multiple priorities.
• A proactive, can-do attitude, strong attention to detail, and willingness to learn new technologies and tools.
• Familiarity with remote support tools and methodologies.

Work Environment:

• This role is based in our head office in Wellington, NZ. Candidates must have a right to work in New Zealand.
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.