Jobs New Zealand

User Support Specialist (Intern/Trainee)

Job Title	User Support Specialist (Intern/Trainee)
Employer	ZebraPath Logistics
Adress: Country	New Zealand
Address: City	Herne Bay
Work type	Full-time
Expected Salary	2859 NZD
Posting Date	Tue Jun 10 2025
End Date	Thu Jun 26 2025

Description:

We’re hiring a Remote Tech Support Agent who thrives on helping others, loves solving problems, and can explain even the most technical fix in plain, human language. You’ll be the go-to contact for customers facing technical issues, offering step-by-step guidance that’s clear, kind, and solution-focused. Your daily tasks will include responding to support tickets, diagnosing problems, and ensuring users walk away with not just a fix, but confidence in using our product. You won’t just follow scripts — you’ll think critically, ask the right questions, and adapt your responses based on the user's level of comfort and experience. You’ll also keep detailed notes in our support platform, contribute to our growing help center articles, and flag recurring issues to the product and engineering teams. You’re organized, responsive, and know how to juggle multiple requests without dropping the ball.

Basic Qualifications:

• Support customers in different time zones with flexible hours and clear communication across shifts.
• Work with product and QA teams by flagging bugs, edge cases, or confusing flows that frustrate users.
• Stay up-to-date on product changes, feature rollouts, and known issues through team briefings or release notes.
• Follow internal troubleshooting guides but adapt when needed—every user is different, and so are their problems.
• Track and report patterns in tickets that may signal a bigger technical problem or UX issue.

Preferred:

• Familiar with basic networking concepts like Wi-Fi, routers, or VPNs.
• Knows how to balance speed with accuracy in handling multiple support requests.
• Can identify recurring issues and suggest improvements to internal documentation.
• Capable of escalating complex issues while documenting troubleshooting steps clearly.
• Excited about growing in a support-driven environment and learning on the job.

Benefits:

• Mental health breaks and wellness days are part of the culture.
• Ticket quotas are reasonable — quality always comes before speed.
• We reward calm under pressure — not who closes the most tickets.
• Tech support is the heart of the customer experience here — not an afterthought.
• Clear escalation paths so you’re not stuck Googling for hours.

Experience with support tools like Zendesk, Freshdesk, or Help Scout is helpful, but what matters most is your ability to communicate clearly and remain composed when things get messy. You’re comfortable working solo in a remote setup, but still love being part of a collaborative, helpful team. Experience with support tools like Zendesk, Help Scout, or Freshdesk is helpful, but not required — we’ll train the right person. 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 provide support that’s not just fast — but human.