Global Support Centre or ICT Customer Support Officer Reivernet Ltd location Auckland.

This is super exciting. We have been through lockdown, and continued to build our business. Based in New Zealand and servicing customers across the globe. We are currently seeking three new stars to fill exciting roles as full time ICT Customer Support Officers based in our Mt Wellington office.

Scale we look after in excess of 120,000 hotel rooms across the globe. Over the course of a day you could be speaking with someone in Sydney, Singapore or Seoul, or if its a A day, Auckland, Adelaide, or Alice, and on a D day, Darwin, Dunedin, or Darling Harbour. You get the picture.

The top 5 Hotel chains in the world trust us to look after them and their guests. It's varied, its interesting, and most of all its an essential part of how we help our clients. The support centre is the heart of the company, ensuring that hotel guests and staff can quickly and effortlessly connect their devices to the broadband network, while monitoring and maintaining these same networks.

Scope the ICT Customer Support Officers provide technical and helpdesk support for Reivernet's solution that includes Reivernet supplied hardware, software and management of computer networks. The support centre also acts as the single point of contact for hotel staff at installed hotels for all matters.

Duties develop and maintain an intimate working knowledge of the our solutions, including our software, our systems, and clients' network systems. Provide level 1 and 2 technical assistance for inbound support calls and emails in a prompt and friendly manner. Receive feedback and respond to customer problems, issues, and requests in a timely and efficient manner that meets customer service levels.

Provide solutions for customers' projects, utilizing our available software and networks. Advising how they can utilize our system for their requirements. Adapting our systems and its configuration to meet their requirements. Provide required software to clients where appropriate. Ensure proper documentation, notification, escalation, tracking and follow up on all enquiries and incidents.

Monitor and maintain our clients' networks by utilizing our alert system and action all hardware and ISP outages adhering to outlined service levels. Provide phone and remote technical support for restoration of offline network hardware. Work with ISPs to resolve Internet connection issues. Combine demonstrated technical skills with exceptional customer service in daily execution of responsibilities

Make recommendations for service and product enhancements based on your experience and feedback obtained from both hotel staff and hotel guests. Independently run various projects as required. Work rotating roster as the support centre operates 24/7/52. 4 days on, 4 days off. 12 hour shifts. Day/Night shifts.

Skills IT qualification diploma or degree is required to be eligible. Relevant work experience in the ICT support field, at least 2 years. Demonstrate a strong background of customer service. Demonstrate exceptional communication skills. Fluent in spoken and written English. A second Language could be a real bonus. Korean, Mandarin as examples. Possess and maintain a great, can-do attitude. If you are ready for a new challenge with an expanding company please apply.