Be the first point of contact for customer technical calls and emails, owning their queries from start to finish
Support and maintain data processing on customer systems, including migrated and integrated systems
Work through software and hardware issues in a logical way, resolving where you can and escalating when needed
Use Splunk and other tools to monitor system performance and identify potential issues
Record, triage and track all customer queries in the company CRM system(s)
Make sure end users have the training and support they need to get real value from SenseHub Monitoring
Deliver training and support, including remote sessions, using resources from the Animal Health team and business partners
Maintain and update knowledge articles, troubleshooting guides and SOPs for internal and external use
Communicate clearly with users, colleagues, dealer network and the sales team
Work with third parties to connect drafting systems or other software
Be flexible with your roster during busy seasons, including some weekend and irregular hours

Relevant tertiary qualification (for example Information Technology, Electronics, Radio, Electrical) or solid experience in a related field
Excellent written and verbal communication skills
Strong analytical and problem‑solving skills
Ability to build strong relationships and empathise with customers
Ability to monitor and review training effectiveness, success and return on investment
Strong time management, with the ability to prioritise competing demands from customers in different regions and time zones and from internal teams
Confidence delivering training remotely on process, hardware, software and troubleshooting
Ability to engage with people at different technical and operational levels
Self‑motivation and a team‑focused approach
Willingness to keep learning and look for ways to improve After Sales support
Experience with Microsoft Office, especially Excel, Outlook and Word
Advantageous: Experience in an IT Service Desk or customer‑facing support role
Advantageous: Experience in customer service or customer support
Advantageous: Dairy farm experience and understanding of milking operations
Advantageous: Experience and/or qualifications in database management, including SQL
Advantageous: Reporting and analytics experience
Advantageous: Experience with the Splunk monitoring system
Full, current New Zealand driver’s licence

Support Analyst – Service Desk

Key skills