1. IBIS Implementation and Support Specialist
IBIS Technology is seeking an individual to join our stellar Customer Support team based in Queenstown. This is a full-time role that requires someone willing to make a long-term commitment – please only apply if you have NZ residency or a work visa with at least 2 years validity. The role is generally standard office hours Monday to Friday, although an ability to be on paid call for one weekend in five is necessary. There may be some flexibility for part-time hours for the ideal candidate.
IBIS Technology is a leading business to business tourism management software company in New Zealand, used by thousands of people to deliver fantastic customer experiences to millions of customers.
You’ll love this role if you are self-motivated and enjoy delighting customers. We’re looking for someone who loves solving problems and creating long-term customer relationships. We want you to join our team if you care deeply, genuinely and passionately about delivering great customer service and the important role it plays in making a customer-centric company successful.
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IBIS Implementation and Support Specialist
Role overview
As part of our Customer Service team, your role centres on building customer relationships, analysing customer requirements, helping configure solutions and then implementing them for tourism businesses. You’ll be involved in providing training and after-sales support. This will include managing some of our key accounts, ensuring they have a high level of satisfaction with IBIS and that the relationship is financially sustainable and mutually beneficial. You will contribute to the sales process by assisting with software demonstrations and using your product knowledge to create valuable solutions. You will share helpdesk duties with other members of the team, providing first and second line support to customers calling with questions, issues, or requests. You will also assist with gathering feedback from customers that will affect future software development and testing new releases of IBIS software.
Responsibilities and goals you’ll own
- Become an expert on IBIS features and capabilities
- Use your IBIS knowledge to assist with demos to prospects and upselling to existing customers
- After a sale be responsible for implementation and online/onsite training of customers
- Increase customer satisfaction and build loyalty by providing amazing, personal customer support
- Educate and empower our customers to get the most out of IBIS for their business
- Respond to and resolve customer queries through phone, email and remote desktop quickly and effectively
- Escalate critical support issues to the appropriate internal channel
- Assist in creating first-class Knowledgebase documentation
- Improve IBIS through incorporating user feedback
- Assist with testing new releases
- Contribute to improvement of internal systems
Who will love this job
- 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 ambiguity and uncertainty – we move fast and sometimes decisions are made without all the information
- You can take a big picture view for our customers and offer improvements to existing processes
Experience and requirements
- IBIS software experience – this is top of the list for us
- Excellent verbal and written English communication skills
- An understanding of the tourism industry and relationships within it
- Ability to solve problems logically and critically
- Ability to understand customer requirements and translate them into a solution
- 2+ years in a customer service position – preferably in a tourism or technology role
- Accounting knowledge is a plus
- Willingness to show initiative and take ownership of projects or areas of responsibility
- A strong understanding and working knowledge of Windows/Microsoft products
2. IBIS Testing and Release Management
IBIS Technology is seeking a motivated, sharp-thinking individual to join our stellar team based in Queenstown. This is a full-time role that requires someone willing to make a long-term commitment – please only apply if you have NZ residency or a work visa with at least 2 years validity. The role is generally standard office hours Monday to Friday, although an ability to be on paid call for one weekend in five is necessary. There may be some flexibility for part-time hours for the ideal candidate.
IBIS Technology is a leading business to business tourism management software company in New Zealand, used by thousands of people to deliver fantastic customer experiences to millions of customers.
You’ll love this role if you thrive on being well-organised, have an analytical mind, can think laterally and balance attention to detail with big picture planning.
Read more >>
IBIS Testing and Release Management
Role overview
Part of our Customer Service team, your role is primarily focused on getting updates to the IBIS software platform from the development team out the door to our customers. This will include exciting new features and fixes to existing functionality. You’ll have a deep understanding of how our customers use IBIS and what they’re trying to achieve.
You will also share helpdesk duties with other members of the team, providing first and second line support to customers calling with questions or issues. You’ll help to drive feedback from customers into the development life cycle.
Responsibilities and goals you’ll own
- Become an expert on IBIS features and capabilities
- Assist with planning what will be in a release (making sure we are prioritising the right things and making it achievable in the timeframe available)
- Working closely with the development team in testing new designs
- Testing bug fixes thoroughly
- Driving the release into production (sticking to the line, being vigilant and aware of feature creep, working through any compatibility issues)
- Managing release notes – collating and publishing to customers
- Maintaining Testrail (our test case manager system)
- Assist in creating first-class Knowledgebase documentation
- Respond to and resolve customer queries through phone, email and remote desktop quickly and effectively
- Escalate critical support issues to the appropriate internal channel
- Improve IBIS through incorporating user feedback
- Contribute to improvement of internal systems
Who will love this job
- You are a pragmatist who can strike a balance between the desire for a perfect solution with the reality of what is achievable in a given timeframe
- You bring solutions to the table not just problems (but you aren’t afraid to point out where we’re going wrong)
- You’re analytical and good at solving problems
- 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’re comfortable with a little ambiguity and uncertainty – we move fast and sometimes decisions are made without all the information
- You can take a big picture view for our customers and offer improvements to existing processes
Experience and requirements:
- IBIS software experience
- Excellent verbal and written English communication skills
- Ability to solve problems logically and critically
- 2+ years in a similar role in a software team, or 2+ years in a customer service tourism or technology role
- An understanding of the tourism industry and relationships within it
- Some accounting knowledge is a plus
- Willingness to show initiative and take ownership of projects or areas of responsibility
- A strong understanding and working knowledge of Windows/Microsoft systems
To apply:
Please submit a one-page cover letter in addition to your resume to {{EMAIL CHRISTINE}}. The cover letter should express your personality and help us learn why you want to pursue this role. What about this job attracts you?
Application cut-off date:
25 October 2019
