Customer Support Specialist

About Sign In App:

At Sign In App, we're redefining how organizations manage access and visitor management. We believe security and great experiences should go hand in hand, helping organizations protect their people, simplify compliance, and create seamless workplaces. Trusted by 30,000+ organizations worldwide, we're building the future of Access Intelligence - making every interaction safer, smarter, and more welcoming.

The Role:

The purpose of the Customer Support Specialist is to deliver high-quality customer support across the Sign In Solutions product portfolio, taking ownership of customer issues through to resolution and providing an exceptional customer experience.

The Customer Support Specialist is responsible for dealing with existing and new customers, taking enquiries over online chat, email and by phone. You will be answering questions regarding our Sign In App platform features and pricing. 

You’ll report to the Director of Customer Support & Service and partner closely with Development, Product, Engineering, and Customer Success, in addition to other members of the global support team, to communicate and help solve our client’s product-related problems.

This is a great opportunity for someone who reasons through complex problems, stays calm and effective when things move fast, fancies learning whatever the job demands, and takes pride in helping customers succeed with technology as part of a team that leads by example.

This is a hybrid fix-termed position based in our Tauranga office which is perched right on the waterfront in the beautiful Bay of Plenty, New Zealand. The hours of work are 11.00am to 7.00pm to support our international customers. The contract duration is 15 months.

Culture:

We're a team that challenges "good enough" - collaborative, curious, and focused on solving real problems. We keep things simple and put our customers at the centre of everything we do.
Our values guide how we work every day:

• Customer first

• Respect and dignity

• Be accountable

• Honesty and positivity

• We're here to win

• Do good and give back

What You’ll Be Doing

• Take ownership of customer enquiries through to resolution

• Provide support via phone, email and live chat

• Deliver first responses within agreed service levels

• Investigate, troubleshoot and resolve customer issues

• Maintain accurate documentation and ticket updates

• Use AI tools, knowledge bases and internal systems to improve efficiency

• Mentor Customer Support Apprentices and support Tier 1 colleagues through coaching and knowledge sharing

• Collaborate with Product, Engineering, Operations and Customer Success teams

• Develop and maintain internal knowledge base articles and troubleshooting documentation

• Analyse recurring issues and share feedback to improve products, services and customer experience

• When assigned to Tier 2, perform advanced troubleshooting, issue reproduction, customer support calls and technical mentoring

What You’ll Bring

• Essential

  • Excellent written and verbal communication

  • Strong investigation and problem-solving skills

  • Customer support experience

  • Process-driven with attention to detail

  • Relationship-building skills

  • Ability to manage competing priorities

  • Adaptable and committed to continuous learning

• Desirable

  • Experience supporting SaaS applications

  • Engineering collaboration

  • Knowledge of APIs and integrations

  • 1+ years in a support, customer service or technical analyst role

Security Responsibilities

• Handle customer information in accordance with GDPR and the Company Data Protection Procedure.

• Comply with the Company's Information Security Policy and ISO 27001 policies and procedures.

• Follow all company security protocols and report any suspected security incidents promptly.

How We Work

• Location: Tauranga, New Zealand

• Work Arrangement: Hybrid, 3 days per week in the office

• Working Hours: Afternoon shift, 11.00am to 7.00pm to meet customer needs across global time zones

Sign In Solutions is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.