Senior Technical Support Consultant - SQL
Phocas Software, New Zealand
Job Description
Deliver feel good CX to customers
When was the last time you had an incredible customer experience? The kind that makes you want to tell anyone who’ll listen as you jump up and down like an excitable Jack Russell? That’s your brief.
As an Senior Customer Support Technician, that’s not quite the brief, but it’s not far off. You’ll deliver customer experiences, that make customers feel good about using our Business Planning and Analytics software. With a global retention rate of 96%, we aim to blow our customers away with an experience so good, it makes the transition from traditional to digital as smooth as Barry White. And is there anything better than knowing your work has brought joy to a customer’s life?
Our software is MS SQL server based, we use our own mapping DB creation software and various techniques to create extraction and staging layers, and our help desk software is Jira (Atlassian).
What you’ll need to help customers become digitally fluent:
- Commitment to resolving issues for customers
- Integrating software with existing systems across multiple technologies and associated applications
- Proficient in delivery of SQL code, through stored procedures and nested queries / ETL and Data cleansing, Data Mapping /Modelling created by you and others;
- Understanding of API and web protocols
- Any knowledge of ERP or Accounting would be great
What you’ll do to create a seamless experience:
- Deliver exceptional technical and customer service and support, with a focus on cases relating to enhancements/changes to client environments, to turn customers into excitable Jack Russell’s :)
- Quickly diagnose O/S and application issues and implement corrective actions and end-user training
- Perform detailed troubleshooting, provide workaround resolutions, root cause analysis and major incident management.
- Document processes and procedures and update knowledge database
- Advocate for the end user; ensure they receive top quality, timely service and support
A bit about us in the hope we’re the UX to your CX (it sounded better in our head)
We’re a business planning and analytics company that designs software for people who aren’t super techy. We’ve been hard at it for 20 years moving from start-up to scale up. And helped thousands of companies turn complex business data into performance boosting results. Despite our global status of 300 world-class humans, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.
Whether you want to get creative with problem solving, lead a project, save the planet, or spend unusual amounts of time in a reverse yogic headstand, you’ll have our full support. As long as you’re doing what makes you happy, the rest will fall into place.
Create your happy place. Apply today!
- Generous remuneration package including competitive salary, benefits and stock options plan
- Fantastic opportunities for growth and development
- Work with some of the best tech talent in Christchurch
- Central location with free parking and easy motorway access
- Fruit, hot amp; cold drinks, snacks and drinks on Friday
We pride ourselves on our positive, collaborative culture and encourage our team to come into the office - and we love being here! - but we also like to be flexible around hours and working from home.
We are a 2022 Circle Back Initiative Employer we commit to respond to every applicant
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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