Gentrack Hiring for Customer Success Advisor Job at New Zealand Full Time

We have a clear purpose: to accelerate the global transformation to cleantech. The world has woken up to the fact that water and energy are precious resources that must be cherished. Technology will play the leading role in transforming the industry so that we can all live a more sustainable life. Gentrack is a technology-first company that leads in our core markets, providing essential software and services to the utilities industry, moving it into the cloud, transforming it to be agile and deploying clean solutions to consumers and enterprises across the globe. We bring innovation and pace to the industry.

We are looking for a Customer Success Advisor (CSA) to join our company and our mission. You will be working as part of our Customer Success team ensuring that our customers are getting value from their Gentrack solutions. This is a varied role that includes tasks such as responding to customer queries and requests around how to use our billing and metering solutions, diagnosing incidents reported through our support portal and working with our customers to gather requirements for system enhancements. You will be providing excellent customer service as you engage both with our customers in the utilities industries and with Gentrack internal engineering teams.

We have great customers that depend on us to provide essential services. As a B2B software and service provider bringing complex, mission critical systems to clients in Australia and across the globe, we will only fulfil our global aspirations if we have the most talented leadership working with these clients to secure their business through the delivery and support of great technology.

Gentrack is a 500 person, growing business, listed in the public markets of New Zealand and Australia. The main people centers are in London, Auckland, Melbourne and Pune.

In this role you can expect to :

• Diagnose, re-create and test issues raised by our customers through our service desk
• Maintain timely communications, ensuring the customer is always kept up to date with progress, including tracking critical tickets
• Drive continual improvement through regular provision of feedback from clients and own findings
• Ensure all client queries are progressed in a timely manner, within SLAs
• Troubleshoot and identify causes of customer problems
• Manage hand-offs to engineering teams when appropriate and within agreed processes and guidelines, through a collaborative approach
• Prioritise and manage several open issues at one time
• Work with customer and Customer Success Manager to refine requests for changes to Gentrack systems
• Support customer testing of system changes

What you need to be successful :

• Previous experience in the Electricity, Gas or Water industries
• Experience as a BA, tester, back office support staff or subject matter expect or even engineer for a billing or metering system
• Excellent relationship management and interpersonal skills.
• Strong verbal and written communication skills
• Ability to creatively solve problems, making use of analytics and data where appropriate
• High attention to detail and a drive to get to the root cause of issues

What we offer in return :

• Investment in personal training and development to maintain and advance your performance over time
• Flexible working hours to support you in balancing your home & work demands
• Have access to opportunities across a growing global organisation
• Weekly social events and a vibrant working environment

This will be a role offering constant learning, working as part of a vibrant team. We are very passionate about what we do and, therefore, the successful candidate will be focused and capable of delivering in a fast-paced and time-constrained environment. Our reward package is competitive and global career prospects are good for the right person.

Want to know more about your next employer? – visit www.gentrack.com

We want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join our mission, you will fit right in.
Also, qualifications are not that important to us. If you have great experience, talent and passion then we’d like to hear from you.

Due to COVID-19 and current border restrictions, to apply for this vacancy you MUST either currently reside in Australia (and hold the right to work in Australia), or if currently off-shore, be an Australian citizen with valid travel conditions.

Job Type: Full-time