VendorPanel is hiring a

Customer Support Specialist - Fully Remote (based in NZ)

  • Do you want to dive into a role where no two days are the same? 
  • Are you passionate about delivering exceptional customer support?
  • Are you looking for a fully remote role in an award-winning SaaS business?
If the answer is YES to ALL of these, read on 👇
We are seeking a Customer Support Specialist to join our fast-growing, international Procuretech SaaS business. Reporting to our Customer Support Team Lead, the position has some unique features which allows it to provide support to our Australian and US customers and business entities. 

  • Fully remote, based in New Zealand 
  • Work Hours: 6AM – 2PM. This role operates on an ‘early bird schedule’ from 6 AM to 2 PM. It’s a fantastic opportunity for those who thrive in the early hours and seek to have their afternoons open for personal time, hobbies, or family. 
This role is perfect for someone who is self-motivated, highly organised, enjoys high autonomy and is excited about providing top-notch customer service to our clients. 

 As part of this role you will provide 👀
  • User Support and Engagement: Provide first-class support to our users, helping them navigate and overcome any challenges they encounter with the VP platform. This includes responding to support chat sessions and emails, providing online training, and engaging in proactive support campaigns, which focus on providing support to user groups on to specific functionality.
  • Application and Platform Support: Act as a liaison between our users and the technical team. Help in activating, configuring platform features, and managing user access and licensing. Support our sales, customer success, and account management teams with platform-related queries. 
  • Operational and Administrative Support: You will work closely with the Support Team Leader to manage daily and weekly back-office activities. This includes high-volume data entry, system request processing, and compiling reports for stakeholders. You will also participate in managed services activities, ensuring client requests are fulfilled promptly and accurately and contribute to the development of our Help Centre resources to ensure our Help Centre articles are always up to date and a useful self-serve resource for our users. 
To be successful in this role, you will require the following attributes 💡 
  • A motivated self-starter with a knack for prioritizing work and showing initiative in a fast-paced environment. 
  • Demonstrated ability to consistently meet targets and SLA’s 
  • Exceptional customer service skills, with the ability to respond quickly and effectively to user inquiries. 
  • Strong organizational skills, with a detail-oriented mindset. 
  • Ability to work as part of a team, but is confident to manage and be accountable for their individual targets 
  • Previous experience in a support or service-oriented role is beneficial but not mandatory. 
  • The ability to quickly pivot and acclimate to new priorities and focuses. We need this person to just get things done. 
Advantageous, but not required✅: 
  • Experience in a customer-facing, back-office or administration role. How many years of experience is unimportant, but we want someone who cares and understands the importance of delivering quality customer experiences/work. 
  • Experience in using and online ticketing and Help Centre platform (we use Zendesk) will be an advantage. 
To be successful in this role, you will require the following attributes 💡
  • Customer and stakeholder-centric
  • An aptitude for quickly learning systems and new processes. 
  • Exceptional time management and planning skills. 
  • A balanced approach to the delivery of work between quality and quantity within timeframes. 
  • A strong communicator. 
  • An eye for detail. 
  • Strong interpersonal skills dealing with all levels of an organisation. 
  • The ability to quickly pivot and acclimate to new priorities and focuses. We need this person to just get things done. 

A bit about us ✌️
VendorPanel provides an award-winning technology platform used by medium and large corporate organisations as well as local and state government. Our clients are in Australia, Canada New Zealand, and the US. We manage billions of dollars in procurement spend and provide corporate and government buyers with a better way to do business with suppliers. It helps them simplify procurement, reduce risk and drive savings, while also leveraging procurement spend to drive positive social and economic impacts. We are a people-centric, carbon-neutral business. We offer a flexible (family-friendly) work environment and the opportunity to take your career to the next level🚀

...and our culture 😀
We are proud of the culture we are building and we expect our team to reflect our company values with professional integrity, diversity of thought, experience, and skills. Ask yourself, “Do I want to love what I do? Do I care about making a difference? Do I strive for excellence in all aspects of my life? Do I question things? Am I open to feedback? Do I tell it like it is, without the spin? Do I use my initiative and do what it takes to get things done?” If you answered yes to these questions, then we could be for you! We are a team of passionate and enthusiastic people, If you feel you have what it takes to be part of the team, please apply now! 🎉

A note to our applicants
At VendorPanel, we are committed to fostering an inclusive and diverse work environment. We welcome applications from individuals of all backgrounds and actively encourage those from marginalized communities to apply. Similarly, if you require any accommodations or adjustments to the interview process, please let our hiring manager know and we will do our best to accommodate you.
Please note that you must have the legal right to work in New Zealand to be considered for this position. We handle important data, so a police record check will be required. 

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