Customer Support Consultant - Smartly

About the role

Smartly, a Datacom company, helps thousands of Kiwi businesses pay their people and is building itself into a trusted multi-product SaaS brand. As a Smartly Consultant you will be a key point of contact for customers, helping them get the answers they need and the most from the software. You will deliver friendly, professional support focused on first-time resolution and will develop a strong understanding of Smartly's software and related products alongside a supportive, collaborative team.

Key responsibilities

• Deliver polite, professional and timely customer support, focusing on first-time resolution and customer satisfaction.
• Communicate clearly with customers and keep accurate, useful case notes.
• Escalate customer feedback or complaints to the Customer Support Team Leader when required.
• Build and maintain knowledge of Smartly's software and related products.
• Use the Knowledge Base and other internal resources to find answers, and contribute updates to keep information accurate.
• Manage availability and status in contact centre systems according to your roster.
• Work with internal teams and third parties to achieve timely, high-quality outcomes.
• Take part in training and coaching, and share ideas that improve service and ways of working.
• Follow privacy, company and health and safety policies.

Required profile

• A customer-focused approach, willingness to learn and calm, effective problem solving.
• Strong written, verbal and interpersonal communication, able to adapt to different audiences.
• Ability to manage varied tasks accurately and consistently.
• Collaborative approach and ability to build positive relationships with customers, colleagues and partners.
• Bachelor of Commerce or similar degree, or NZPPA certification, is an advantage.

Required skills

• Proficiency in MS Office (Excel, Word, Teams) and Dynamics 365.

What we offer

• The chance to make a difference to customers every day.
• A culture that values curiosity, collaboration and continuous improvement.
• Flexibility, social events and opportunities to grow your skills.
• Training, coaching and hands-on experience building product knowledge.

Note: applicants for the Wellington location must be comfortable working from both the Lower Hutt head office and the future Wellington CBD site during the transition.