Customer Support Analyst

Deliver feel good CX to customers

When was the last time you had an incredible customer experience? The kind that makes you want to tell anyone who'll listen as you jump up and down with excitement and passion.

As a 1st line Customer Support Analyst, you'll be on the forefront of delivering great experiences by helping to ensure our customers feel good about using our Business Planning and Analytics software. With a global retention rate of 97%, we aim to impress customers with an experience so good they become raving fans of Phocas and our team. Does that sound like the kind of role you could see yourself enjoying? Are you looking for a company who will encourage you to learn and grow?

Our software is MS SQL server based, we use our own mapping DB creation software and various techniques to create extraction and staging layers, and our help desk software is Pylon. We're building the next generation of customer support - one where AI and human expertise work together to deliver faster, smarter, more personalised experiences.

What you'll need to help customers become digitally fluent

• Commitment to resolving issues for customers; demonstrated experience dealing with support cases or requests
• Minimum 2 years experience working in a similar environment, dealing with support cases/product support or complex customer requests via email, telephone and in person
• Knowledge of Contact Management systems, Database software, Internet software and Word Processing software
• Proficient in Microsoft applications
• Strong communication skills - as well as our wonderful customers you will be willing to work closely with our US and Australian colleagues
• Knowledge of basic SQL, data point integration, database design or data analytics
• A genuine curiosity about AI and how it can transform the customer experience - we're actively building AI-assisted workflows and want someone excited to be part of that
• Experience of working remotely for a global organisation is preferred
• Financial / Accounting or ERP knowledge would be a bonus!

What you'll do to create a seamless experience

• Deliver exceptional customer service and support to resolve issues relating to Phocas products and/or their conversion (using remote online tools such as TeamViewer, VPN, RDP, etc), to Best Practice standards
• Quickly diagnose O/S and application issues and implement corrective actions and end-user training (Send more complex problems through to the appropriate team/consultants)
• Triage and process the support case queue to ensure we respond and communicate in a timely manner against SLA's. This can be via Phone (Teams) and Email/Pylon as required
• Take ownership of support cases and perform detailed troubleshooting, provide workaround resolutions, root cause analysis and major incident management
• Work alongside AI tools daily - using them to draft and refine responses, surface relevant knowledge, spot patterns across cases, and free up time for the human moments that matter most
• Contribute to building our AI-driven support model: flagging gaps in our knowledge base, improving automated responses, and helping us get smarter over time
• Perform detailed validation of customer ETL process and data when required to confirm/diagnose customer support issues
• Document processes and procedures and update knowledge database
• Use Pylon and HubSpot for maintaining project information and contact details, to document, track, monitor, and report support cases
• Advocate for the end user; ensure they receive top quality, timely service and support
• Learn every day and have fun!

Create your happy place

Phocas is an Accredited Employer and we support international talent, but due to current visa settings and processing times, we can only consider applicants with current New Zealand working rights.

Phocas is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

Recruiters, please note: We don't accept unsolicited agency resumes.