Support Analyst

Overview

Join Voyager, a 100% Kiwi-owned telecommunications company dedicated to connecting New Zealand businesses and homes with ultra-fast broadband, voice, domain, and hosting services. We invite you to be part of our growing team as a Support Analyst in Christchurch, delivering outstanding customer experiences in a fast-paced helpdesk environment.

Key Responsibilities

• Troubleshoot and resolve technical issues across broadband, voice, internet services, domain names, email, web hosting, and servers.
• Provide first and second level customer support via telephone, email, and live chat channels.
• Manage and prioritize your workload effectively while maintaining high service standards.
• Maintain comprehensive documentation of Voyager systems, products, and services.
• Escalate incidents and service requests promptly to ensure efficient resolution.

Candidate Profile

• At least 1 year of experience in a contact centre or helpdesk role.
• Hands-on knowledge supporting VoIP services, including Cloud PBX (Kazoo) and call flow setup.
• Understanding of telco provisioning processes related to broadband and VoIP services such as service activation, order tracking, and platform configuration.
• Proficient in Linux, Windows, and Mac operating systems.
• Intermediate grasp of internet technologies including networking, DNS, broadband, and VoIP device/router configuration.
• Excellent English verbal and written communication skills.
• Strong problem-solving aptitude and attention to detail.
• Customer-focused with a passion for great service delivery and learning.
• Relevant qualifications such as an IT Diploma Level 6 or vendor certifications in Networking (CCNA, NSE) or VoIP are preferred.

Benefits & Work Environment

• Support for ongoing professional growth and career development.
• Paid birthday leave and eligibility for long service leave.
• Free onsite parking in Christchurch.
• Workplace amenities including a pool table, fully equipped kitchen, and break area.
• Barista-quality coffee, social events, and Friday drinks to foster team spirit.
• Company internet and services allowance.
• Discounts on Voyager services available for friends and family.

Work Schedule & Location

Based at our Riccarton office in Christchurch with hybrid working arrangements. Shifts operate on a rotational basis covering five 8-hour shifts per week between 8:00 AM and 10:00 PM.

Additional Requirements & Conditions

• Applicants must reside in New Zealand and hold legal authorization to work for Voyager.
• All successful candidates must undergo a pre-employment Ministry of Justice criminal records check.