Support Specialist

Role Overview

Join the Auckland team as a Support Specialist, becoming an expert in Vista Group's software products. Your role is central in delivering exceptional technical support and customer service, managing multiple priorities in a dynamic environment, and communicating effectively with both internal teams and clients.

Key Responsibilities

• Investigate, track, and resolve customer support issues, crafting effective solutions.
• Conduct testing of fixes before live deployment, interpret program codes and error logs, and report software bugs collaboratively with clients, teams, vendors, and third parties worldwide.
• Install and configure Vista software both remotely and on-site to assist troubleshooting, problem resolution, and client onboarding.
• Engage in cross-regional and departmental duties or projects, whether ad-hoc, temporary, or part of scheduled rotations.
• Develop a strong understanding of Vista Group software and cinema industry knowledge to better support clients.
• Provide training and upskilling to clients, team members, vendors, and partners via documentation buildup and training sessions.
• Foster solid relationships with clients and colleagues for effective collaboration.
• Participate in an on-call rotation to assist with urgent after-hours support when necessary.
• Occasional domestic and international travel as part of role requirements.

Required Qualifications and Skills

• Proficient knowledge of SQL Server, Visual Basic, .NET framework, cloud technologies, and networking fundamentals.
• Exceptional analytical thinking, problem-solving aptitude, and organizational skills with high attention to detail.
• Ability to remain calm under pressure and make sound judgment independently.
• Demonstrated commitment to superior customer service and cultivating positive professional relationships.
• Competency in Microsoft Office suite including Outlook, Word, Excel, and PowerPoint.
• Possession of a current valid passport or readiness to obtain one promptly if needed.
• Preferably holds an undergraduate degree or technical certifications relevant to the role.

Company Background

Vista Group is a globally recognized software provider serving the cinema industry, originating from Auckland over 25 years ago. We have offices worldwide such as Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. We pride ourselves on using state-of-the-art technologies within a lively, flexible, and cooperative work culture, renowned as one of New Zealand's top tech employers.

Our Values

• One Crew: We champion diversity and connection across locations and roles, succeeding best through teamwork.
• Shine a Light: Transparent communication, asking questions, and sharing rationale to ensure alignment.
• Make it Happen: Delivering outcomes effectively both individually and as teams.
• Chase Great: Continuous challenge and improvement of ourselves and others.

Benefits

• Excellent work-life balance supported by a 4½-day working week.
• Flexible hybrid working arrangement requiring regular presence in the Auckland office.
• Medical and life insurance coverage.
• Volunteer day and enhanced paid parental leave along with wellness programs.
• Strong mentoring and opportunities for career development.
• Engaging team events, including innovation competitions.

Equal Opportunity & Inclusivity

We embrace inclusiveness and value diversity, offering equal employment opportunities without discrimination based on gender, age, ethnicity, disability, sexual orientation, or other personal attributes. Our policies reflect this commitment steadfastly.