Helpdesk And Reporting Consultant

Fuel50 is an innovative NZ software company providing HR software to the world! The role: You will be a key member of our Implementation and Client Success team, delivering a great customer service experience to all of our local and global clients and users. Key responsibilities: Monitor and administer the email-based helpdesk ticket management system to ensure that client requests and issues are responded to and either resolved to a high level of satisfaction, or escalated quickly and efficiently.Ensure that all escalated helpdesk support requests are monitored and the client kept informed of progress/resolution.Complete testing and QA requirements as assigned, for all issues raised via the helpdeskFollow issue resolution process for any identified software bugs including staging and production testing post resolutionPerform user account administration duties; creating and configuring accounts in the platform according to client requirementsCreate, manage and configure large amounts of system data (within Excel or similar)Use system data to create measurement reports for clients to illustrate uptake and usageOther administrative support across team members as required Key capabilities / experience required: Experience working within a fast paced, forward thinking teamExperience within a SaaS HR environmentA relevant tertiary qualificationExcellent interpersonal communication skills that demonstrate the ability to interact with others with warmth, tact and professionalism (via telephone, webinar and in person)Fluent written and spoken EnglishHighly organized and experienced at successfully multi-taskingExcellent initiative and proactivity – you’re a starter-finisher!Excellent problem-solving skillsStrong attention to detailAdvanced skills with Microsoft Office applications including Excel macrosAble to self-motivate; demonstrated success in predominantly remote-based previous work environments.This role works Tuesday – Saturday with a 32 hour work week.This is a fast paced environment where the company is growing and developing by the day, so we are looking for someone who will roll up their sleeves and get stuck in.?NOTE: Only candidates with the right to live and work in New Zealand should apply.