Technical Support Analyst

About Us

At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster.

We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment.

We operate in 145+ countries while proudly maintaining headquarters in New Zealand.

The Role

Reporting to the Technical Support Team Lead, the Technical Support Analyst, is a member of a best-in-class Global Support Team, that acts as the first point of contact for many of our end users around the globe. As a member of this team, you will provide hands-on technical support to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner. The assistance you provide customers will range from connectivity issues through to geoscience solution specific issues.

The value our Support Team contributes to the success of our customer is of key strategic importance to the future of the company. We aim for a best-of-class Support organization with the ability to scale effectively as we continue to grow.

In this role, you will have the opportunity to:

• Deal directly with customer to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions. You will contribute to the provision of a world class service support facility, which provides quick responses to customers, effective listening to understand issues, clear and confident communication with the ability to provide education and support to all our users.
• Efficiently analyse, prioritise, and triage technical support requests based on the issues presented and ensure they are routed to the correct escalated resource when required.
• Follow up and track open support tickets to ensure satisfactory resolution.
• Effectively capture customer interactions in our Customer Relation Management System (CRM).
• Using the principles of KCS (Knowledge Centered Support), contribute to the creation of structured, re-usable content for the knowledge base.
• Recognise opportunities to leverage KCS to create content which benefits our customers and internal staff.
• Assist in the creation of Self-Help content such as quick start guides, learning paths, and On-Demand Training materials. You will advocate for and undertake the creation of learning content that directly assist customers through the onboarding and learn-and-use phases of their customer journeys.
• Work with the escalated technical staff, sales, and development teams and contribute to establishing suitable service levels for Seequent’s internal staff and customers.
• Contribute to the design and build of effective global, cross-functional resources to maintain agreed services levels affordably and effectively. Resulting in Seequent’s customers and internal staff having a high-quality support experience at, or above, agreed service levels.
  
  

To be successful in this role, you should have:

• Post-secondary degree (Geo-related science preferred)
• Minimum 1 year of experience in a geo-related science role or a support role within the earth sciences industry.
• Highly computer literate.
• Familiarity with earth science related applications such as Leapfrog or Oasis Montaj is considered an asset.
• Highly developed customer service orientation.
• Excellent English language communication skills, both verbal and written.
• Secondary language communication skills, an asset.
• Excellent analytical, trouble-shooting and problem-solving skills with a focus on quickly identifying and resolving customer issues.
• Keen organizational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints.
• Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.
• Must be self-motivated and able to work with minimum supervision
  
  

Additional Information:

Hybrid working environment, work from our Christchurch, New Zealand office two or more days per week.

Our Commitment to Equity, Diversity, and Inclusion

At Seequent, we champion the uniqueness of each individual. Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are. If you require accommodation during our recruitment process, please let our Talent Acquisition team know. We are here to ensure a fair opportunity for all.

Research underscores that some individuals, especially women and underrepresented groups, may hesitate to apply for roles if they don't meet every requirement. Please don't count yourself out if you don’t tick every box. We are committed to hiring a diverse team and encourage individuals of all background and abilities to apply. Thank you for considering us as your potential employer; we're excited to see what you can bring to our team!

Benefits of being a Seequenteer and why you’ll love being on our team.

We aspire to be pioneers of positive change in the way organisations work with the underground. We work collaboratively, stay curious, make change happen and have a global impact. We bring our authentic selves to work and are enthusiastic about what we do. Plus, you can expect great benefits; these benefits are unique to each location Seequent resides in. Please ask your Talent Acquisition Specialist.

If this posting gets you excited about joining Seequent please apply now!

For more information about everything Seequent, please visit Seequent.com.

How To Apply

If this sounds like the role for you, apply today with a covering letter and CV.