Customer Support Specialist

This is a fully remote position, open to applicants in New Zealand.

📋 Description

• Act as the main point of contact for schools in New Zealand

• Address inquiries through phone, email, chat, and helpdesk

• Diagnose and resolve customer issues utilizing tools, documentation, and product expertise

• Oversee and manage the support ticket queue, prioritizing cases based on urgency and impact

• Provide assistance to the broader APAC Customer Support team by addressing regional tickets

• Develop and maintain an in-depth understanding of 3P Learning products, updates, and feature modifications

• Forward complex issues to Technical Support with comprehensive diagnostic information

• Keep customers updated throughout the resolution process

• Aid Sales teams with customer onboarding, rollover, training coordination, and change management

• Help identify potential leads to enhance adoption and retention in schools across New Zealand

• Recognize trends and recurring issues, sharing insights with internal teams

• Enhance workflows, tools, and support processes

• Participate in team meetings, product training, and cross-regional collaboration

• Report to the Customer Support Team Lead and collaborate with APAC Customer Support, Technical Support, and Sales teams

⛳️ Requirements

• Minimum of 2 years’ experience in Customer Support or similar service-oriented roles

• Proven track record of managing customer inquiries and delivering exceptional service in fast-paced settings

• Strong verbal and written communication abilities

• Capacity to establish rapport quickly

• High level of technical proficiency

• Confidence in navigating digital platforms and helpdesk systems

• Exceptional attention to detail, time management, and prioritization skills

• Ability to meet response-time objectives, including an average ticket response time of under 8 hours

• Customer-centric mindset with resilience and a "never give up" attitude

• Self-driven, organized, and thorough approach to problem-solving

• Ability to work independently in a remote setting while collaborating across regions and time zones

• Genuine enthusiasm for continuous learning and a commitment to team success

• Authorization to work in New Zealand

• Reliable home internet connection and workspace

• Experience in supporting schools or working in EdTech, along with familiarity with the New Zealand education context, is a plus

🏝️ Benefits

• Permanent full-time employment

• Remote work with no obligation to travel or work from an office

• Three additional “purpose days” of paid leave each year

• Complimentary access to all 3P Learning products

• Collaborative and supportive work environment

• Exposure to Sales, Technical Support, and Product teams

• Opportunities to advance a customer support career in a high-growth multinational setting