About Company
Spark New Zealand is one of New Zealand’s leading telecommunications and digital services companies. We’re at the forefront of connecting Kiwis to the digital world, providing mobile, broadband, cloud, and IT services to millions of customers across the country, from individuals to large enterprises. Our purpose is to unleash the potential in every New Zealander, and we do this by constantly innovating, investing in our networks, and fostering a culture of curiosity and customer obsession. Join a team where your contributions directly impact how New Zealand communicates, works, and plays, in a dynamic and supportive environment that champions growth and diverse perspectives. At Spark, we believe in creating an inclusive workplace where everyone can thrive, offering opportunities for professional development and a strong focus on employee well-being.
Job Description
Are you a tech-savvy problem-solver with a passion for helping people? Spark New Zealand is on the lookout for a proactive and customer-focused Technical Support Officer to join our dynamic team for an immediate start. In this pivotal role, you’ll be the first point of contact for our customers, guiding them through technical challenges with professionalism and expertise. Whether it’s troubleshooting connectivity issues, resolving software glitches, or providing insightful advice on our wide range of products and services, your mission will be to ensure our customers have seamless and positive digital experiences. This isn’t just about fixing problems; it’s about building trust, educating users, and contributing to Spark’s reputation for exceptional service.
We need someone who can hit the ground running, bringing their technical acumen and outstanding communication skills to a fast-paced environment. If you thrive on variety, enjoy the challenge of diagnosing diverse technical issues, and are eager to make an immediate impact within a leading New Zealand company, then this is the opportunity for you. You’ll work within a supportive team environment, equipped with the tools and training necessary to excel, and have direct access to internal knowledge bases and escalation paths for more complex issues. This role is crucial in maintaining the reliability of our services and directly contributes to our customers’ satisfaction and loyalty, helping us continue to be at the heart of New Zealand’s digital future. We value quick learners who are eager to embrace new technologies and processes to continually enhance the customer experience.
Key Responsibilities
- Provide first-line technical support for Spark's diverse range of products and services, including mobile, broadband, and cloud solutions, via phone, email, and chat.
- Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions with clarity and patience.
- Accurately log, track, and document all customer interactions and technical issues in our CRM system, ensuring comprehensive records.
- Educate customers on product features, usage, and best practices to enhance their digital experience.
- Escalate complex or unresolved issues to senior technical support teams or relevant departments, ensuring timely resolution.
- Maintain a high level of customer satisfaction by delivering professional, empathetic, and efficient service.
- Contribute to the continuous improvement of our knowledge base and support processes by identifying common issues and suggesting solutions.
- Stay updated with the latest product developments, technical information, and industry trends to provide informed support.
Required Skills
- Proven experience in a technical support, helpdesk, or customer service role (minimum 18 months).
- Strong understanding of operating systems (Windows, macOS), mobile platforms (iOS, Android), and general networking concepts (TCP/IP, Wi-Fi).
- Exceptional problem-solving abilities with a logical and analytical approach.
- Excellent verbal and written communication skills, with the ability to explain complex technical information in an easy-to-understand manner.
- Demonstrated commitment to providing outstanding customer service.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Proficiency with CRM software and ticketing systems.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, Network+).
- Experience with specific Spark products or telecommunications services.
- Familiarity with cloud services (e.g., Microsoft 365, Google Workspace).
- Previous experience working in the telecommunications industry.
- Tertiary qualification in Information Technology or a related field.
Perks & Benefits
- Competitive salary package with performance incentives.
- Comprehensive health and wellness programs.
- Generous employee discounts on Spark products and services.
- Opportunities for career development and continuous learning through Spark Academy.
- A vibrant, inclusive, and collaborative work culture.
- Access to an Employee Assistance Program for personal and professional support.
- Modern, ergonomic office environment in Auckland CBD.
- Contribution to a superannuation scheme (KiwiSaver).
How to Apply
Ready to make an immediate impact at Spark New Zealand? We encourage you to apply directly through our careers portal by clicking on the link below. Please ensure your resume highlights your technical support experience and customer service skills. We look forward to reviewing your application!