Fuel50 Looking for Helpdesk Support Agent at Auckland, Auckland, New Zealand Full Time

This role will support our wider client success team, delivering an exceptional user experience to all of our local and global clients and users. This includes working within our online predominately email-based helpdesk interface to triage, resolve or escalate client requests for support and troubleshooting issues.

This role requires an individual who is passionate about providing excellent service and is able to take ownership of that provision in each and every client interaction. They will also be responsible for various other client facing support tasks, such as fulfilling reporting and testing requirements for both scheduled and critical software issue resolution purposes.

To support our clients in their time zone, we are looking for someone to work Tuesday to Saturday 5am to 1.30pm with flexibility in the first few months to allow for onboarding and training. This role can be based anywhere in NZ working from home, or if you are based in Auckland and would prefer a hybrid arrangement from our Takapuna office that would be welcomed too.

Requirements

• At least three years’ experience providing helpdesk support within a SaaS environment.
• Experience in basic software configuration within a SaaS environment (eg adding images, updating text – someone with web-design experience would be ideal)
• Critical thinking is key to being successful in this role and being able to look at the wider picture and impact of configuration actions.

About Fuel50

Fuel50 is an international, high-growth tech company. Our award-winning AI talent marketplace platform exists to improve the lives and careers of people everywhere by empowering forward-thinking companies to deploy career growth and talent mobility initiatives to attract and retain talent while boosting engagement and productivity. In other words, we are at the forefront of changing how people work and how organizations empower their people.

Our tech is global and has touched careers across 100+ companies in 13+ languages and 25+ countries. Our clients are some of the biggest brands in their respective industries. And, most importantly, we practice what we preach and believe everyone should be in a job they love (including you!).

Fuel50 is immensely proud of our strong team culture, where our people (or “Fuellies”) come first. Our vision and values are inclusive and transparent and built upon quarterly business objectives that drive our growth, encourage goal setting, and celebrate milestones every step of the way.

Benefits

As well as our day-to-day responsibilities, all Fuellies play an integral part in growing our culture with us and ensuring that Fuel50 remains an inspirational and amazing place to work. Some additional benefits are:

• Day off on your birthday and your Fuel50 anniversary.
• Employee Stock Options Plan (ESOP).
• Flexible working times and remote working (as above) – we’re very supportive of school commitments, traveling in off-peak hours, looking after the kids, and all that jazz.
• Investing in you with career and development planning, using our very own Fuel50 software and online Fuellie University.
• A parental support policy – get extra flexibility and time off on top of what your local government already mandates.
• A focus on health and wellbeing with fully subsidised health insurance.

What is it like to be a Fuellie?

We know that having the right people with the right attitude and behavior is a big part of what makes us successful. Living our values is an important part of being successful in this role.

• We have a culture around continuous (but super friendly) feedback and recognition – be part of a family-like team that is working towards a common goal and helping each other every step of the way.
• We have #SuperheroAwards at every quarterly sprint meeting and every weekly team meeting includes spontaneous recognition and shout-outs across the business.
• We’ll have your back when you need help – your colleagues want to see you succeed and work hard to help you do so.
• We work hard and deliver amazing results to our clients – when you see our amazing feedback, you’ll be proud to be a Fuellie.