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Jobs at Imaginatik

Customer Services Technician

Location: Wellington, New Zealand

Department: Service Delivery

Type: Part Time

Min. Experience: Entry Level

This role does not fit the conventional definitions: yes, it is customer service but not a Customer Services call centre; it has aspects of technical support but it is not a traditional Technical Support role.  Hence what some people will consider a contradiction: "Customer Services Technician".  This is the third new hire for this role in 2017, necessitated by the rapid growth in Imaginatik's customer base.

This role is to join an international team as a Part-Time Home Worker to handle first level customer emails and management of software deployments, covering the approximate hours 9AM to 5PM, plus a weekly meeting at midday USA east coast time.​  It is our strong desire to hire somebody living in New Zealand.  We will be flexible around existing commitments.

This role is product support for a web application and you would be given training on how to approach answering mails: there are no 'standard scripts' to follow.  You will also deploy, upgrade and support the software using automation.​  The role will suit an IT literate candidate with curiouisity, strong problem solving skills, able to follow documented procedures, and willing to invest time getting familiar with the software.​  Contact will be almost all customer initiated, and only by email: this is not a telephone support role.  Our customer contacts will typically be senior professionals in technical and non-technical roles in Fortune 500 companies: some will be very IT literate while others will have only the most basic understanding of IT .​.​.​ you will be expected to handle this full range with respect.​  This post is not suitable for a qualified computer / network engineer.

Your tasks will include initial response on support and service requests.  What else you are involved in will be driven by your uniqueness and what interests you.

You are a university graduate but not in computer sciences, with an excellent command of English, an analytical mind, good problem solving skills, and a general understanding of internet applications, as well as excellent communication skills.​  You will need to have a suitably quiet room at home to work from, with a reliable broadband connection of at least 2Mbps.​​

Skills

  • Excellent command of English
  • Problem Solving
  • Curious
  • A friendly, professional and helpful manner
  • Excellent communication skills
  • Ability to self-manage your time.​
  • Ability to coordinate with both our internal resources and those of the customer, to ensure success.​
  • Ability to build a trust based relationship with customers and internal departments.​

Work Time: the hours that you would be covering are from 9AM to 5PM NZST, Monday to Friday, plus the weekly meeting on Mondays.  National holidays will be respected.

Applying: Applicants must be a New Zealand citizen, or have indefinite leave to remain.  The start date is Friday 1st December, with applications closing Friday 24th November.  Suitable candidates will be asked to complete a questionnaire.  Once an offer has been made background checks will be carried out.

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