Client Support Specialist - Trail (New Zealand)
Highland Park, Full Time, IT Jobs
Please Quote Reference Number 13053
  • Interested in a client-facing role providing assistance online & over the phone?
  • Work closely with our product and development teams
  • Join our collaborative team at Trail Investments

    • The Company

    Trail is a leader in the fintech industry for financial services. Based in Highland Park, Auckland. Trail provides a software product which helps busy financial advisers. Our clients love our product, as it provides a simple solution to their most frustrating problems. Trail has a great reputation within the industry and our clients love hearing from us:
    • We have a tight-knit and supportive team which makes big strides for its size.
    • We respect each team member for their differences and focus on bringing out the best in each other.
    • Our employees are always learning, especially relating to finance and tech.
    • Everyone is encouraged to take on responsibility. We are a small team looking to achieve big things and empower members of the team to find and reach their potential.
    • We believe in training our staff to be skilled enough to leave, and treating them well enough that they want to stay.
    We are proud of the company culture we have, all of our staff demonstrate our shared core values:
    • Bring your whole self to work: we are passionate, authentic, down to earth and enjoy having fun together
    • Get it done: we are encouraged to take initiative, own our actions and do what is needed
    • Always look ahead: we are focused on growth innovation and improvement
    Sound like you? Get in touch.

    Remuneration Benefits:
    • 20 days of annual leave a year
    • 3% Employee KiwiSaver contributions
    • Flexible starting/finishing times
    • Work laptop and work phone plan
    • Huge career and development opportunities
    The Position

    We are seeking a highly skilled and experienced Client Support Specialist to join our dynamic team. A Client Support Specialist ensures that our clients have an amazing experience using our software product by providing prompt and meaningful support on using our software when they face challenges or are unsure how to reach an outcome. This is a client-facing role where assistance is provided online and over the phone. This role involves troubleshooting issues, resolving queries, providing training, and updating our knowledge base.

    Responsibilities include:
    • Providing assistance for clients that use our software by troubleshooting issues and resolving requests promptly.
    • Communicate client issues to the development team through our internal task management software, Click Up.
    • Set up accounts for new clients and onboard them
    • Keeping strong notes and records about our customers in our internal software products such as Intercom.
    • Maintain customer training resources, support documentation and knowledge base.
    • Conduct training for clients who require additional support in order to use Trail well.
    Desired skills/competencies/traits:
    • Problem solving - Produce a range of outcome focused solutions to problems identified. Have the ability to rationalise and weigh up solutions based on these outcomes.
    • Communication - Communication is effective, and language is concise, content is relevant to topics discussed. Concerns are raised proactively and information is presented well for decision making. Communication balances multiple perspectives.
    • Customer focus - Able to easily build rapport with a range of different types of clients. Ability to de-escalate frustration/tension through empathy.
    • Time management - BAU tasks and projects are completed before deadlines, tasks and projects are structured with efficiency.
    The Location

    Trail is based in Highland Park, Auckland. There is parking and minimal traffic. Every day at 12:30pm we take a break as a team and go for a walk (sometimes with our several office dogs / cats). The ideal candidate will have their own car and a full New Zealand Drivers Licence.

    If you think you have the skills and experience to join our team, APPLY now and fill in the online application form today.
    Please Quote Reference Number 13053

    Please Complete the Details in our Form Below

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    (Q1) Which of the following statements best describes your right to work in New Zealand?

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