Jobs New Zealand

Customer Tech Support (Remote) (Trainee)

Job Title	Customer Tech Support (Remote) (Trainee)
Employer	Risk & Policy Analysts
Adress: Country	New Zealand
Address: City	Waipara
Work type	Flexible
Expected Salary	2745 NZD
Posting Date	Tue Jun 10 2025
End Date	Fri Jun 27 2025

Description:

We’re hiring a Remote Tech Support Agent who’s calm under pressure, patient with people, and quick with solutions. You’ll be the go-to person for users who need help — whether they’re locked out, confused by a setting, or experiencing a more complex technical issue. You’ll handle incoming tickets through chat, email, or voice, and your calm, reassuring presence will help customers feel supported from start to resolution. You’ll work remotely, communicating with users via chat, email, or calls, and you’ll document each interaction clearly so our support system stays organized and searchable. You’ll log and track all interactions clearly, escalate complex issues when needed, and contribute to improving our support documentation so others can find answers faster. You’re great at asking the right questions, staying patient under pressure, and explaining things in plain language.

Basic Qualifications:

• Follow internal troubleshooting guides but adapt when needed—every user is different, and so are their problems.
• Support internal teams when they run into technical issues or need help using internal tools.
• Log issues, solutions, and recurring bugs in a support ticketing system (like Zendesk or Freshdesk) for team visibility.
• Provide fast, friendly, and accurate technical support to users via chat, email, or video calls—no scripts, just real help.
• Handle sensitive user data with care and follow all company security and privacy protocols.

Preferred:

• Excited about growing in a support-driven environment and learning on the job.
• Familiarity with ticketing systems like Zendesk, Freshdesk, or Help Scout.
• Able to follow step-by-step guides or knowledge base articles to resolve issues.
• Has a basic understanding of support SLAs and how to prioritize urgent tickets.
• Comfortable troubleshooting software issues on Windows, macOS, or mobile devices.

Benefits:

• Work from home — pajamas, coffee, and helping users solve real problems.
• Mental health breaks and wellness days are part of the culture.
• We celebrate patience, clarity, and clever solutions — not just response time.
• Regular team check-ins with real people, not just metrics dashboards.
• You’ll master tools like Intercom, Zendesk, Notion — and get paid to learn them.

You don’t just follow checklists — you think critically and adapt to the person in front of you. But even more important, you know how to talk to people — not just machines. Whether the issue is user error or a system bug, your goal is the same: solve the problem, make the customer feel heard, and leave them better off than when they reached out. If you enjoy solving puzzles, making people’s day easier, and being part of a team that values clarity and kindness, this role is for you. If you’ve got a natural instinct for troubleshooting, a cool head under pressure, and the ability to explain tech in a way that makes sense, this could be the perfect role for you. Let’s raise the bar for what customer support can be.