About the opportunityThis is an Auckland-based (CBD) opportunity with hybrid working.In Plexure we redefine the customer experience and drive results through personalized mobile marketing and next-generation loyalty programs for household names such as McDonald's.You will be part of our Customer Support team and your focus will be to support Plexure's Enterprise client along with the services and platforms we offer.On a day-to-day basis you will be triaging technical customer tickets and working with the wide Plexure Engineering teams to get the issues analyzed and resolved. For any major incidents, you will also take on the role of Incident Manager and act as a bridge between Engineering and the Customer to create solutions while keeping the customer informed.As this is a Senior role, you'd also be identifying opportunities to develop and improve team processes in ticket handling, knowledge management, and system development.What are we looking for?Prior experience in Software Products support or Application support, in particular driving critical incidents, escalations, and problem management.An ability to self-prioritize, triage and interpret incident impact and severity and identify where process improvements are required to prevent issues.Excellent written & verbal communication with an appreciation for outstanding customer service.A collaborative team player who enjoys working with the Engineering and Customer teams.Intermediate to advanced working knowledge of Cloud technologies and concepts.Intermediate to advanced SQL scripting experience.What is in it for you?Joining a global cloud-first organization where you get the opportunity to work with cutting-edge technologies.Scale - we have 300+ million users on our platform in 60+ countries globally. Your work will make an impact on millions of users!Working with a collaborative team and an empowering manager - we welcome creative suggestions and solutions.Ongoing career development and support - internal promotions are the norm!Flexible working that suits your work-life balance! You need to do the school run or save time by not sitting in traffic today? No problem - we trust you can do an excellent job from anywhere and are here to support you!Free Udemy subscription – choose from 180,000 available courses online! We encourage you to complete any courses you are interested in during working hours.Training budget - $2,000 yearly on top of salary to use towards upskilling yourself (certification, professional membership, conference, etc.).Fully paid health insurance for yourself and discounts for family members (Southern Cross - Wellbeing 2).Fully paid life insurance and illness or injury income protection.Celebrate your birthday with an additional paid day off.New hospitality benefits - grab a free lunch or dinner in one of Sky City's restaurants.Mental health and wellness support such as EAP (Employee Assistance Program) and paid wellbeing days.Paid volunteering leave.A modern office with different work zones, a well-stocked kitchen, and a variety of social and team-building activities.Discounted parking rates for 2 nearby parking garages in CBD.About PlexureAbout Plexure: we are a cloud-first global SaaS company. We deliver an ambitious digital transformation program and drive results through personalized mobile marketing and next-generation loyalty programs for household names such as McDonald's.Our in-house built cloud-based mobile engagement platform is used by 300+ million users in 60+ countries globally.Our culture: we offer the career guidance and care of a growing, established company coupled with diversity, challenge, and innovation excitement.
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