Technical Support Analyst

Company Description

For more than 20 years, Pacifictech has been designing and developing innovative software solutions that extend the capabilities of Sage 300 ERP. Our products are used by customers in more than 100 countries, supporting more than 3000 organisations ranging from local businesses to globally recognised brands.

We're looking for a Technical Support Analyst to join our Hamilton-based team. This is a role for someone who enjoys solving technical problems, building relationships, and working collaboratively with customers and colleagues to deliver practical solutions. If you're naturally curious, enjoy learning new technologies, and like being part of a supportive team, we'd love to hear from you.

Job Description

As a Technical Support Analyst, you'll be the first point of contact for technical support enquiries from our network of Sage Business Partners and customers. You'll investigate issues, provide solutions, manage support tickets, and work closely with our development team to resolve more complex problems.

This role offers plenty of variety and the opportunity to develop your technical knowledge while working alongside an experienced and collaborative team.  You will be responsible for:

• Providing technical support to customers and business partners via phone, email and remote support.
• Investigating issues, managing support tickets and escalating where required.
• Working alongside developers to identify bugs and improve products.
• Assisting with software testing and documenting user guides and release notes.
• Contributing to Agile/SCRUM activities and collaborating across the team.

Qualifications

About you

You'll be a confident communicator who enjoys working with people just as much as solving technical challenges. You take a logical approach to problem solving, are organised in the way you manage your work, and enjoy working as part of a team where everyone contributes to shared success.  You will be able to demonstrate the following:

• Excellent written and verbal communication skills and a genuine customer focus.
• Someone who enjoys working collaboratively and sharing knowledge.
• Strong problem-solving and analytical skills.
• Experience with ERP systems (Sage 300 experience is highly regarded).
• An understanding of APIs, integrations, data flows and SQL basics would be an advantage.

Additional Information

Why join Pacifictech?

At Pacifictech, you'll become part of a well-established New Zealand software company with a global customer base and a reputation for quality. We offer a supportive, collaborative culture where your ideas are valued, opportunities to continue learning and developing your skills, and the chance to work from our modern riverside office in Hamilton.

Applicants must have the legal right to work in New Zealand. A Ministry of Justice check forms part of our pre-employment process.