Job Description
As our Product Support Specialist, you are responsible for providing remote and/or on-site technical support to clients and assisting with various development tasks (HTML, JavaScript) to support internal and client-driven projects. Your role will include answering phone and email support requests and communicating directly with clients in order to help them diagnose and resolve issues they are having with the Juvare suite of products and services.
With a keen eye for detail, and a desire to help agencies become better prepared to face a crisis, you'll be based in Wellington and will work with high profile organisations throughout Australia and New Zealand.
Reporting to the Wellington based General Manager, Professional Services, you'll have the following responsibilities:
- Provide telephone and email support to a global client base.
- Be rostered on to the after-hours support roster (approx. once per month).
- Verify bugs reported by clients and report to development.
- Submit product enhancements from clients to development.
- Troubleshoot and resolve product configuration, Microsoft IIS and Microsoft SQL issues.
- Assist in maintaining our knowledge base of common problems and solutions.
- Demonstrate personal discipline and assure quality of service provided.
- Understand and be aware of, Juvare information security policies and standards.
- Always protect company and client information.
- Inform the Compliance Officer or hot line of any information security issues.
- Working hours may be adjusted to match the weekday operating hours of clients in Australia.
- Compliance with Juvare policies.
- Other duties as assigned.
Our ideal candidate has:
- 3+ years experience in HTML5/CSS and Javascript.
- 2+ years experience in a technical support call centre environment.
- 1+ years of Database design and implementation experience
- Bachelor’s degree in related field.
- Passion to provide outstanding service to both internal and external clients.
- Excellent oral and written communication skills.
- Exceptional analytical and problem-solving skills.
- Familiarity with current technologies.
- Ability to rapidly absorb and implement new technologies and procedures.
- Superior attention to detail, personal initiative, and commitment to quality.
- Flexibility to adapt to changing priorities and manage multiple concurrent tasks.
JUVARE is a technology company focused on developing innovative enterprise resilience solutions for government agencies, corporations, healthcare providers and higher education around the world. JUVARE solutions have supported over 500,000 emergency response incidents in all 50 states and 20 countries around the world. JUVARE helps our clients prepare, connect, and respond to protect people, property, and brands.