Customer Support Specialist

About JNCTN

At JNCTN we are passionately building the future of digital identity and credential management. We are on the forefront of technology for proving who you are and what you know and how you acquire manage and share this information.

Our SaaS platform is now becoming ubiquitous across Aotearoas energy sector and we are setting our sights on other verticals and sizable international markets. We have an opportunity for a Product/Customer Support Specialist to help grow our team so we can scale our capabilities and achieve our ambitious goals.

About the role

You will be a customer support champion encompassing service desk duties and having direct customer support contact. You will also champion keeping our customer help pages up to date and useful.

To achieve success you will gain a full functional understanding of our cloud-based product stack with a focus on how it operates how our customers use it for their business operations and actively promote its use and highlight improvements.

You will be part of a team:

• Providing first and second level technical support and guidance to our customer base.
• Helping customers with onboarding which includes using scripting tools to gain efficiencies for us and our customers.
• Championing the customer experience.
• Feeding back to the wider JNCTN team on how we can elevate the customer experience.

You will report to the Senior Solutions Specialist.

Your key responsibilities

• Provide first and second-level support to customers responding to service requests within agreed service levels
• Act as a frontline champion for customers including availability for live chat support at key times
• Support customer onboarding deployment and go-live activities to ensure a smooth experience
• Troubleshoot issues resolve incidents and raise bugs or defects through appropriate internal channels
• Use scripting or automation tools to streamline onboarding configuration and repeatable tasks
• Maintain and continuously improve customer help content FAQs and support documentation
• Build a strong functional understanding of the JNCTN platform and how customers use it in practice
• Work closely with Product UX Engineering and DevOps teams to share insights and improve the customer experience
• Provide clear actionable feedback to inform product improvements and reduce customer friction
• Contribute to improving internal processes workflows and ways of working

Why should you join us

• Flexible ways of working: We offer flexibility around remote work with the option to work from home up to two days per week
• Health & wellbeing: Free health insurance for employees with subsidised options available for family members plus a paid day off for your birthday
• Shared success: Access to our Employee Share Ownership Plan (ESOP) so you can share in the value you help create
• Great place to work: A recently refurbished Wellington office right on the waterfront and designed for collaboration and focus
• Work that matters: Build technology thats helping make workplaces safer across Aotearoa and internationally
• Growth & development: Real opportunities to learn grow and shape your career as we scale

How to apply

You can apply using this website or email your CV and a cover letter to:

Applicants must have the legal right to work in New Zealand.