IMPLEMENTATION & SUPPORT SPECIALIST

Full time position, Monday-Friday at IBIS HQ in Queenstown, plus weekend on call support requirement (1 in 5-6 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.As well as helping existing customers, you’ll be involved with setting up new IBIS systems, training customers how to use them and maintaining ongoing relationships.You’ll love this role if you get your kicks by helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. 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
• Educate and empower our customers to get the most out of IBIS for their business
• Be an expert on IBIS features and capabilities
• Improve IBIS through incorporating user feedback
• Escalate critical support issues to the appropriate internal channel
• Assist in creating first-class Knowledgebase documentation
• Increase customer satisfaction and build loyalty through providing amazing, personal customer support
• Upselling to existing customers and initial response to new sales enquiries
• Assist with system configuration for new and existing IBIS users
• Online or onsite training for customers
• Assist with testing updates for the IBIS software

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 ‐ this is a real advantage!
• Excellent verbal and written English communication skills
• An understanding of the tourism industry and relationships within it
• Ability to solve problems logically and critically
• 1+ years in a customer service position ‐ preferably in a tourism or technology role
• Willingness to show initiative and take ownership of projects or areas of responsibility
• A strong understanding and working knowledge of Windows/Microsoft systems