Customer Support Specialist

What is MyTrucking?

We are MyTrucking - a small, diverse, and enthusiastic team based a few kilometers from Carterton, Wairarapa, New Zealand.

We develop, maintain and support a SaaS job management product for the international transport industry. The MyTrucking platform manages thousands of jobs, users, vehicles and drivers across New Zealand, Australia, United Kingdom and Ireland every day.

We are looking for a experienced Customer Support Specialist.

MyTrucking is a values-based business. Our origins are in a small set of values, and we use these values to guide our decision making. Together, our values underpin our culture. Our story & company values: https://mytrucking.com/about/profile



About the Role

We are looking for a dedicated and enthusiastic Customer Support Specialist to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a positive user experience.



Key Responsibilities

Respond to customer inquiries via online chat, email and phone, in a timely and professional manner
Troubleshoot and resolve customer issues related to our software
Provide product information and guidance to customers
Collaborate with the technical team to escalate and resolve complex issues
Maintain accurate records of customer interactions and support activities
Assist at times with functional testing of product releases when needed
Keep up to date with our product, including any new features or upcoming releases
Provide rostered cover for Weekend Support and ad-hoc support to cover gaps as needed and agreed


Qualifications

Excellent communication skills, both written and verbal
Strong problem-solving abilities and attention to detail
Ability to work independently and as part of a team
Previous experience in customer support or a related field is a plus
Familiarity with SaaS products, and the transport industry is advantageous


Why work with us?

MyTrucking is a fun, vibrant and growing workplace. We're looking for someone who will thrive in and add to this environment.

We have a lot of fun doing what we do. We take the work seriously, but not ourselves. We are a positive bunch of professionals that enjoy good banter.

We value our focus on the customer, helping others, people, teams and simple efficient systems.

We offer Supportive Leadership and Career progression opportunities.

We ensure you have the tools, technology and training to do your best work. We’re big on family and have flexible work hours to help ensure a healthy work/life balance.


The role is based at our MyTrucking HQ, located Carterton, Wairarapa.