Customer Support Specialist

We’re looking for a Customer Support Specialist to join us here at Sign In App (a SwipedOn sister company).

As a Customer Support Specialist you will be expected to know the product inside and out by providing support, ensuring our customers receive a world-class experience and are well-educated on using the software to a high standard. A customer centric mindset, focused on driving long-term relationships, will be the key to your success. This role will suit a confident, energetic, and savvy professional who has strong communication and interpersonal skills, with the ability to build rapport and trust with stakeholders and effectively communicate our product features and benefits to workplaces.

You’ll be delivering an outstanding customer experience for new and existing Sign In App customers and resellers, while helping the business grow the Sign In App solution by winning new customers. You'll help maintain the day to day processing and preparation of orders while ensuring that calls and enquiries are dealt with in a timely manner and to the highest of standards. Our objective is to over deliver every time. You’ll be an engaged member of the team, proactively contributing with ideas and improvements to the product and service we offer based on customer interactions.

This is a hybrid position based in our Tauranga office which is perched right on the waterfront in the beautiful Bay of Plenty, New Zealand. In cahoots with our overseas hubs, we help over 36,000 workplaces around the world simplify and streamline their workplace sign in, checking in thousands of employees and visitors every day. The hours of work are 12pm to 8pm to support our international customers.

About Us 

Sign In App is the smart and flexible way to sign in staff, visitors, and contractors. With a community of over 36,000 sites across 70 countries, Sign In App is one of the world’s fastest-growing visitor management platforms. Our team consists of dedicated software developers and a customer success team, delivering brilliant features and exceptional customer service to our ever-growing Sign In App community.

Culture is important at Sign In Solutions. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are:

- Customer 1st

- Respect & Dignity

- Accountability & Empowerment

- Honestly & Positivity

- We’re Here to Win

Skills

• Good team player
• Ability to work independently
• Excellent organisational skills, with the ability to think critically and analytically
• Basic understanding of PC/Mac OS and software

What You Will Be Doing

• Answering calls and enquiries
• Solving incoming queries in the sales mailbox
• Communicate directly with clients through the support desk, phone, email, and live chat
• Providing quotations to prospects and customers
• Provide excellent customer service at all times
• Develop full knowledge of the product
• Manage a queue of support tickets




Security Responsibilities:

• Ensuring to limit the risk of personal data breaches in line with the Company Data Protection Procedure
• Adhering to the company Information Security Policy (S-004) and other ISO 27001 policies
• Ensuring the building is secure throughout the night

This isn’t just about us getting to know you. We believe you need to dive in and get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.

Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:

- Phone interview with our People & Culture team

- Meet with the hiring manager and other members of the team

- Culture meeting with other members of the SwipedOn team