Junior Software Support Analyst

We are looking for a Junior Software Support Analyst to join our team in Palmerston North. As a Junior Software Support Analyst, you’ll be a key technical resource, helping customers overcome challenges in their day-to-day use of our software.

Your primary focus will be providing remote technical support, ensuring our solutions function seamlessly in customer environments.You’ll work closely with an assigned set of customers, building relationships and deepening your understanding of their unique environments. Over time, this knowledge will enable you to deliver proactive, high-quality support, driving customer satisfaction and success.

This role reports to the Support Manager and has no people management responsibilities.

A day in your role:

• Incident Support Services - Provide remote technical support to customers, diagnose and offer solutions within agreed service levels while considering business impacts and contractual obligations.
• Technical Knowledge - Stay updated on Objective solutions and related environments. Set up and manage testing systems and lab equipment for efficient problem duplication.
• Customer Relationship - Own the technical support for assigned customers and build positive relationships with their key technical contacts. Work with the Objective Client Executive to ensure smooth communication and critical impact management.
• Customer On-site/Remote Meetings - Conduct regular customer support meetings as per the account plan. Prepare necessary documentation and reports, and ensure the customer benefits from Objective support offerings.
• Achievement of Customer Support performance targets - Meet performance targets and collaborate with Customer Support management to improve performance if needed
• Customer Support Projects & Initiatives - Act as a technical expert for customer support and collaborate with internal stakeholders to enhance customer satisfaction with the organization's products and services.

Your skills, experience and beyond:

• Generalknowledge of Microsoft operating systems.
• Exposure to and basic understanding of Relational Database Management Systems such as MySQL or SQL Server.
• Effective problem-solving skills.
• Understanding of cloud computing models and SaaS solutions.
• Good communication skills.