About the roleWe are looking for a passionate and driven Customer Support Specialist to join our Auckland HQ-based team. This is your chance to be part of a positive disruption in the farming industry, directly shaping and impacting how Halter's technology is used on thousands of farms around the world. You'll be part of an outstanding team, dedicated to making sure farmers get the most out of Halter. Reporting directly to the Head of Customer Support, you'll be the first point of contact for our farmers, providing a mix of proactive and reactive technical support and education as they learn to get the best out of Halter.What your day could look like:Actively listening to customers, gathering information, and providing personalised solutions to their inquiriesProactively analysing data to offer valuable insights and recommendations to customersInvestigating, documenting, escalating, and tracking customer issues using the internal ticket system (Intercom)Continuously monitoring and assessing customer sentiment and feedback, addressing issues promptlyLearning about our animals and their behavioursGaining in-depth knowledge of both the hardware and software components that are integral to our productBuilding deep relationships with our farmers to drive customer successHandling escalated customer issues with a sense of urgency and efficiency to ensure the highest level of customer satisfactionActively participating in projects aimed at enhancing the customer journeyCreating and maintaining documentation for the customer help centreCollaborating with the product development and engineering teams to convey customer feedback and suggest improvements or new featuresContributing to a variety of exciting projects characteristic of a growth-stage startupWho are we looking for:An ideal candidate has a track record of providing exceptional customer service across various industries or a background in the agricultural sectorCandidates enthusiastic about learning and eager to make an impactAn interest in technologyStrong written and verbal communication skills to provide instructions and guidanceCollaboration skills to work with diverse teams, from customer success to engineering and salesA genuine passion for helping customers succeed with technologyAnalytical mindset, critical thinking, and problem-solving abilitiesEvidence-based reasoning and the capacity for autonomous decision-makingHigh degree of ownership and the ability to thrive in a self-motivating, demanding, and dynamic startup environmentA sense of humour and the ability to contribute positively to a supportive and cheerful environmentWhy our team loves working at Halter:Every now and again a company comes along that disrupts and transforms an entire industry, leaving society in a better place. Few people get the opportunity to work at companies like these. Halter is an incredible technology transforming an essential industry.Our product changes the lives of our customers, directly improving their livelihoods and their lifestyle. Your work matters.Dedicate yourself to solving real-world problems alongside an epic team in a high-growth culture.State-of-the-art, dog-friendly office that's been thoughtfully designed right in the heart of Auckland city.Healthy body, healthy mind. We're partnered with Southern Cross Health Insurance to support your well-being.We offer 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family.Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth.Our time to recharge is valued, we're offered wellness leave and unlimited paid annual leave.We offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan.Delicious snacks and drinks are available for your daily flow.Our Office First ApproachThere's a reason you visit your friends in person, live with your family and don't do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams. Being office first is a core pillar of our culture.About HalterAt Halter, we're on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Our customers are revolutionizing grazing with Halter.Join our teamHalter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. If you think you have what it takes but don't necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We'd love to chat to see if you'll be an epic fit!If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you're excited about this role and working at Halter, along with your CV, and we'll be in touch!
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