Customer Support Specialist- Argus Tracking

Location: Rosedale, Auckland
Job Type: Full-Time (Hybrid)
Company: Argus Tracking (A Banyan Software Portfolio Company)

The Argus Tracking solution is designed, developed and supported for New Zealand conditions. Our mission is to make every fleet manager's life easier by providing the tools and knowledge needed to monitor and maintain safe and efficient assets. 

As a Banyan Software portfolio company, we combine the agility of a local team with the global support of a world-class software group.

We’re on an exciting journey of growth and we’re looking for a passionate Customer Support Specialist to grow with us.

The Customer Support Specialist role involves dealing with front line phone, email and chat and ticket technical support for our cloud based software, along with other software support related tasks.

Key Responsibilities:

• Manage all incoming support channels, ensuring prompt and courteous responses to all customer requests and tickets.
• Monitor and triage support tickets, escalating urgent issues as necessary.
• Maintain and enhance product knowledge through continual learning and team discussions.
• Identify and raise recurring issues to the engineering team and leadership for resolution.
• Work closely with the product team to communicate product feedback and feature requests from customers.
• Update and maintain internal documentation and knowledge bases.
• Conduct post-resolution follow-ups with customers to ensure issues are fully resolved.
• Participate in product testing, especially for bug verification and quality assurance processes.
• Assist in onboarding and training customers on product use and features.
• Contribute to a culture of continuous improvement and exceptional service delivery.

• Accurately record customer interactions and issues in the support ticketing system.
• Troubleshoot and resolve customer issues by clarifying the problem, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
• Maintain a high level of product knowledge to assist customers effectively.
• Escalate complex issues to the appropriate internal teams and follow through until resolution.
• Collaborate with other departments to resolve customer concerns and improve the customer experience.
• Contribute to the creation and maintenance of internal documentation and customer-facing help articles.\
• Respond to customer inquiries via phone, email, and chat in a professional and timely manner
• Continuously seek to improve support processes and the overall customer experience.
  Provide feedback to the product and engineering teams based on customer interactions.
• Participate in ongoing training and professional development initiatives.

Experience and Education:

• 3+ years in a customer support or customer-facing role.
• Experience with support ticketing systems and CRM tools is preferred.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Bachelor's degree in a relevant field or equivalent practical experience.

• Is dedicated to meeting the expectations and requirements of internal and external customers.
• Gets first-hand customer information and uses it for improvements in products and services.
• Acts with customers in mind.
• Establishes and maintains effective relationships with customers and gains their trust and respect.

• Reads interpersonal and group dynamics.
• Adapts interpersonal behavior and understands diverse interpersonal styles.
• Demonstrates an interest in others and sensitivity to their needs.
• Seeks feedback and adjusts behavior to accommodate interpersonal dynamics.

• Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
• Picks up on technical things quickly.
• Can learn new skills and knowledge quickly.
• Is good at learning a new industry, company, product, or technical knowledge—like internet technology.

• Practice attentive and active listening.
• Has the patience to hear people out.
• Can accurately restate the opinions of others even when he/she disagrees.

• Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses.
• Is effective both inside and outside the organization and on both cool data and hot and controversial topics.
• Commands attention and can manage group processes during the presentation.
• Can change tactics midstream when something isn’t working.

Is personally committed to and actively works to continuously improve him/herself.

• Understands that different situations and levels may call for different skills and approaches.
• Works to deploy strengths.
• Works on compensating for weakness and limits.

• Picks up on technical things quickly.
• Can learn new skills and knowledge quickly.
• Is good at learning a new industry, company, product, or technical knowledge—like internet technology.
• Does well in technical courses and seminars.

• Is able to write clearly and succinctly in a variety of communication settings and styles.
• Can get messages across that have the desired effect.

Submit your resume and a brief note about your interest in the role. Let us know about your most recent wins and why Argus Tracking  aligns with your career goals.