Junior Software Support Analyst

About Objective:

At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.

Our role:

We are looking for a Junior Software Support Analyst to join our team in Palmerston North. As a Junior Software Support Analyst, you’ll be a key technical resource, helping customers overcome challenges in their day-to-day use of our software. Your primary focus will be providing remote technical support, ensuring our solutions function seamlessly in customer environments.

You’ll work closely with an assigned set of customers, building relationships and deepening your understanding of their unique environments. Over time, this knowledge will enable you to deliver proactive, high-quality support, driving customer satisfaction and success.

This role reports to the Support Manager and has no people management responsibilities.

• Incident Support Services - Provide remote technical support to customers, diagnose and offer solutions within agreed service levels while considering business impacts and contractual obligations.
• Technical Knowledge - Stay updated on Objective solutions and related environments. Set up and manage testing systems and lab equipment for efficient problem duplication.
• Customer Relationship - Own the technical support for assigned customers and build positive relationships with their key technical contacts. Work with the Objective Client Executive to ensure smooth communication and critical impact management.
• Customer On-site/Remote Meetings - Conduct regular customer support meetings as per the account plan. Prepare necessary documentation and reports, and ensure the customer benefits from Objective support offerings.
• Achievement of Customer Support performance targets - Meet performance targets and collaborate with Customer Support management to improve performance if needed
• Customer Support Projects & Initiatives - Act as a technical expert for customer support and collaborate with internal stakeholders to enhance customer satisfaction with the organization's products and services.

• Generalknowledge of Microsoft operating systems.
• Exposure to and basic understanding of Relational Database Management Systems such as MySQL or SQL Server.
• Effective problem-solving skills.
• Understanding of cloud computing models and SaaS solutions.
• Good communication skills.

• Hybrid work arrangements to support work-life balance.
• Access to EAP for confidential counselling.
• Extensive learning resources to develop your skills.
• Regular social events to promote team bonding.
• We are recognized as an endorsed employer for women. Learn more about our benefits on WORK180.

At Objective, we recognise and celebrate our diverse team as pivotal to our strong employee engagement and our high-performing culture, underpinned by Our Values.

We are an equal opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by the applicable laws in the regions we operate in.

To provide a positive experience, please advise our Talent Team of any adjustments or accommodations required during the recruitment process so we can support you.