Customer Support and Onboarding Specialist

About TradeWindow

TradeWindow develops advanced software solutions utilized by leading exporters and freight forwarding companies globally. Our goal is to transform how businesses build trust and exchange information within international supply chains. Established in December 2018, we have expanded rapidly into a multinational team across Australia, New Zealand, and the Philippines, and are listed on the New Zealand Stock Exchange.

Role Summary

The Customer Support and Onboarding Specialist is responsible for delivering technical and functional assistance to platform users. This includes resolving application issues, conducting SQL data investigations, reviewing configurations, and managing issue escalation to provide seamless and efficient support.

Key Duties

• Provide Level 1 and Level 2 application support by efficiently managing tickets and calls.
• Conduct triage and root cause analyses to determine if issues stem from configuration errors, data discrepancies, user actions, or software defects.
• Utilize SQL to validate data and investigate reported problems.
• Troubleshoot application workflows, configuration, access controls, and data consistency.
• Offer timely, high-quality assistance and proactively identify customer needs for additional guidance.
• Collect and act on customer feedback to enhance user experience and encourage software adoption.
• Work collaboratively with Support, Quality Assurance, Product, and Engineering teams on complex or repetitive issues.
• Keep comprehensive support logs and follow established protocols for ticket handling and resolution.
• Develop and update internal knowledge resources, troubleshooting documentation, and refine processes.
• Communicate professionally with users via email, chat, and calls, maintaining consistent updates.

Candidate Qualifications

• Relevant experience in global trade sectors including import/export, customs compliance, logistics, or freight forwarding.
• Bachelor’s degree in Information Technology or equivalent practical experience.
• A minimum of two years in application support, software support, IT helpdesk, or similar technical roles.
• Proficient with intermediate SQL skills including queries, joins, and data validation.
• Strong analytical and troubleshooting capabilities with familiarity interpreting XML, JSON, and structured data.
• Experience with support ticket systems like Freshdesk, Zendesk, HubSpot, or JIRA.
• Understanding of SaaS platforms, browser-based applications, and basic networking concepts.
• Excellent verbal and written communication skills.
• Familiarity with Agile frameworks and cross-team collaboration involving Product and Engineering departments.
• Knowledge of EDI messaging standards and ability to comprehend technical documentation.

Benefits

• Competitive salary package.
• KiwiSaver contributions.
• Flexible working arrangements.
• Parking availability on a first-come, first-served basis.
• A friendly and inclusive team culture.