Customer Technical Support Representative
Vidapp, New Zealand
Job Description
We're growing fast - come and join a young, dynamic and energetic team
VidApp is building the world's best platform for online creators to build meaningful and immersive mobile apps that their communities love.
We’re a high-growth B2B2C SaaS company that has developed a platform to create, customise, and manage beautiful apps.
Today, our mobile and TV apps are not only beautifully designed and feature-rich but are created and launched at a fraction of the time and cost it normally takes.
To support our ambitious growth objectives, in this newly created role, you’ll be working in a cross-functional team alongside the Founders, Account Managers and Customer Support Team at VidApp to help us achieve our ambitious product goals and grow our business.
You can make a real impact
We don't just say this, we mean it - in this role you will have the unique opportunity to make a lasting impact on the growth and trajectory of VidApp.
This is a great opportunity for an experienced customer support representative with a background in SaaS or Enterprise software. Your background may be in customer or technical support or account management - either way, we are looking for a person who has worked one to two years in the software / ICT industry who has the drive to make things happen.
We are particularly interested to hear from you if you have a love of sports, fitness, yoga or wellness - as this is the sector the majority of our customers live in. Our customers are some of the biggest names in these spaces and you'll be assisting them and their customers throughout their entrepreneurial journeys.
We're also a startup, so we love to hear from people who thrive in busy, fast-paced environments and don't want to be stuck working for a large corporate. We're growing our team person by person, which means each person has the opportunity to put their stamp on our evolving company culture. We value honesty, empathy, hard work, strong communication and importantly, a sense of humour, fun and positivity.
Your primary duties will include:
- Being the point of contact for incoming App-User + Client support tickets, via our inbound ticketing system (Zendesk). Incoming tickets are generated via a variety of channels, but primarily from form submissions via our mobile apps.
- Investigating and helping to resolve technical queries coming from end-users.
- Logging and escalating technical support tickets to the Product Manager and Engineering team when required. Here you will be an important part of our development process, working with the technical team to help in root cause investigation and subsequent testing of remediating fixes.
- Following up with and resolving customer queries, ensuring that our high standards of customer support are adhered to and SLA’s met.
- Writing technical and customer support documentation and maintaining our Help Centre document library, ensuring these are up to date, accurate and relevant.
Requirements
What you’ll need to be successful:
- 1 - 3 years B2B customer or technical support - working in a SaaS or Software company.
- Solid industry experience working with common software tools in a professional environment (Zendesk, Intercom, Slack etc).
- Excellent interpersonal and relationship-building skills. Fundamentally we are looking for a likeable, well-rounded person that can empathise with our customers and quickly build trust with them.
- Excellent written and skills and grammar, with a focus on prompt, polite and well-articulated customer responses.
- Solid computer and technical skills.
Benefits
What we can offer you:
- Like many modern businesses, we're following a mixed office/work from home culture - which seems to be the best of both worlds for employees.
- New MacBook laptop and hardware
- Our office is based in the vibrant Icehouse co-working space in Parnell. The Icehouse is arguably New Zealand's premier startup incubator and it's here that you can rub shoulders with many of NZ's brightest up and coming entrepreneurs and businesses.
- You'll be working in a modern tech business helping to build some of the best apps in our industry. Our global customer base includes some big-name clients.
- Join a startup and gain a lot of experience quickly
- Enjoy working with a young team in a company we all love
- Tons of career and development opportunities