Full time position, Monday-Friday at IBIS HQ in Queenstown, plus weekend on call support requirement (1 in 5 weekends after 2-3 months of familiarisation with IBIS software).  Applicant must have the legal right to work in New Zealand. 

POSITION DESCRIPTION

IBIS Technology is a quality-focused company supplying leading edge software to tourism businesses.  We’re looking for someone to join our Customer Service team who is motivated to help customers get the best out of their IBIS system and iron out any day-to-day issues they might be having. This would suit someone who has an affinity for systems, who always seems to become the go-to for anyone having issues with their computer software or hardware.  You’ll be working under a Product Owner in a specific area of the IBIS software, who will guide you to become an expert in your area.

As well as helping existing customers, you’ll be involved with setting up new IBIS systems and training customers how to use them. 

You’ll love this role if you get your kicks by helping others. We’re looking for someone who loves solving problems and learning every day. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful. 

PRIMARY RESPONSIBILITIES

• • Respond to and resolve queries through phone, email and remote desktop quickly and effectively 
  • Escalate critical support issues to the appropriate internal channel 
  • Increase customer satisfaction and build loyalty through providing amazing, personal customer support
  • Assist the Product Owner in your area of IBIS with testing, training, configuration and other tasks as requested
  • Build up knowledge about the design and purpose of each part of IBIS in your specialist area
  • Assist in creating first-class Knowledgebase documentation 

QUALITIES WE’RE LOOKING FOR 

• • You like making things easier for customers and colleagues – if there’s a roadblock, you want to smooth it away 
  • You are energised by interacting with and helping people – you know that everyone has trouble sometimes, and seek to empower and educate our customers 
  • You love reading and learning about new ways of doing things – there’s always a better way 
  • You’re a positive person and know how to look on the bright side 
  • You bring solutions to the table not just problems (but you aren’t afraid to point out where we’re going wrong) 
  • You’re comfortable with a little chaos and uncertainty – we move fast and sometimes decisions are made without all of the information 
  • Ability to thrive in a small team environment and contribute to mutual support of the team 

EXPERIENCE AND REQUIREMENTS

• • IBIS software experience, or experience with other reservation/point of sale systems
  • An understanding of the tourism industry and relationships within it 
  • Excellent verbal and written English communication skills 
  • Ability to solve problems logically and critically 
  • 2+ years in a related role – preferably in a tourism,  technology or accounting role 
  • A strong understanding and working knowledge of Windows/Microsoft systems

Additionally, for accounts focused roles:

• Experience in accounts administration