Customer Support Specialist

About ZiiPOS

 Zii provides cloud-based technology solutions that help businesses improve operational efficiency and manage their digital systems. Our platform supports customers across multiple industries and markets in the Asia-Pacific region.

We are looking for a Junior Customer Support Specialist to join our Auckland team. This role is ideal for someone early in their career who enjoys helping customers, solving problems, and learning technical systems.

Role Overview

As a Junior Customer Support Specialist, you will support customers in using Zii Cloud’s solutions by assisting with basic system setup, troubleshooting, and ongoing customer support. You will also help maintain positive relationships with customers by responding quickly to support requests and ensuring their issues are resolved. This role requires Mandarin and English language skills to assist our Chinese-speaking customers.

Key Responsibilities

Customer Support

• Respond to customer inquiries via email, phone, or chat.

• Assist customers with basic product questions and troubleshooting.

• Escalate complex technical issues to senior support or engineering teams.

• Record and track support tickets in the company support system.

Technical Setup Assistance

• Assist customers with initial system setup and configuration.

• Provide step-by-step guidance to help customers use key features.

• Support remote installation or configuration where required.

Customer Relationship Support

• Maintain regular communication with assigned customers.

• Help ensure customers are satisfied with the platform.

• Follow up on support requests to confirm issues are resolved. 

Portfolio Support

• Assist in managing a portfolio of customer accounts.

• Monitor common customer issues and report trends to the team.

• Help maintain customer records and documentation.

Team Collaboration

• Work with internal teams including Product and Sales to resolve customer issues.

• Contribute to internal documentation and support guides.

Qualifications

Required

• 1-3 years experience in customer service, technical support, or help desk roles

• Fluent in English and Mandarin (spoken and written)

• Strong communication and interpersonal skills

• Basic problem-solving ability and willingness to learn technical systems

• Good organizational skills and attention to detail