About the Company

Recollect is a cloud-based community engagement platform (SaaS) that hosts our customers’ cultural heritage digital reproductions and we have built up an enviable reputation in the market within New Zealand, Australia and recently the USA, Singapore and the United Kingdom. This unique product has been developed in-house and we are currently taking this product worldwide.  This role is based at our Head Office in Grenada North.

Purpose of the Position

The Support Coordinator and Development Administrator is an integral member of the Recollect team responsible for managing inbound support requests from customers, providing administrative support.

Key Duties and Responsibilities

  • Liaise with customers, the Recollect development team, the implementation team in New Zealand and global resellers (as required).
  • Works closely with the Product Owner/Analyst and CEO to ensure administration protocols are maximised across the company.
  • Managing the ticketing system for optimum results, acknowledging support tickets in a timely manner with our customers.
  • Oversee customer support activities ensuring that issues are appropriately triaged, assigned and escalated when agreed service levels are not.
  • Provide administrative support to the development team, including:
      • Supporting the agile process
      • Liaising with other parts of the business
      • Regular reporting within the team and external to the team
      • Other administrative and marketing tasks, as required
  • Reporting on company metrics to ensure further success to the company.

Person Specification

Personal Qualities

  • Enjoys a collaborative environment and the exchange of ideas.
  • Has initiative; can identify opportunities and risks and solve problems.
  • A self-started, who can manage their own programme of work and has a proven record of delivery to deadlines.
  • Able to communicate well with internal and external clients from a range of backgrounds.
  • Takes care to document their work so that those following will clearly understand what was done.
  • Has integrity and builds trust with clients and colleagues.

 

Skills, Knowledge and Experience

  • Ability to analyse problems and provide clear recommendations.
  • Strong organisational skills.
  • Able to collaborate with clients and has a strong desire to excel.
  • Excellent communication skills, written and verbal.
  • Good interpersonal skills.
  • Must be able to work independently with little supervision, but also a team player – our work is very collaborative.
  • Can manage own workload.
  • Able to multi-task and work under tight deadlines.
  • Must be an effective problem solver.
  • Understands SaaS platforms (preferable).

 

Offers from the Company

  • Free parking.
  • Access to EAP (Employee Assistance Programme) services.
  • A great team and supportive team environment.

To apply for this role, please view our Seek listing here.