ICT Customer Support Officer

About Quitsmoking

Quitsmoking is a growing wholesale and retail supplier of vaping and electronic cigarette products, servicing a broad network of business customers, retail partners, and adult consumers across New Zealand. With expanding distribution channels, ordering systems, and customer service operations, the company is committed to providing reliable product supply, responsive support, and efficient digital service solutions.

Position Overview

Quitsmoking is seeking an ICT Customer Support Officer to provide technical support, education, and guidance to customers, wholesale clients, retail partners, and internal customer service staff. This role will support the deployment, use, and maintenance of the company’s computer systems, online sales platforms, POS systems, customer service tools, and digital communication channels.

The successful candidate will help diagnose and resolve technical problems, support customer enquiries involving online orders and account access, and ensure customer service operations run smoothly across wholesale, retail, and digital sales channels.

Key Responsibilities

• Provide ICT support to wholesale customers, retail partners, consumers, and staff through phone, email, online chat, and internal support channels.
• Diagnose and resolve technical issues relating to online accounts, wholesale ordering portals, website access, order processing, payment systems, POS systems, and customer service platforms.
• Support the deployment, maintenance, and daily use of computer hardware, software, printers, scanners, network devices, and retail technology systems.
• Assist business customers with online ordering processes, account setup, password resets, order tracking, invoices, and basic platform navigation.
• Provide guidance and training to customer service staff on internal systems, troubleshooting procedures, and digital service tools.
• Log, track, prioritise, and resolve support requests using appropriate ticketing or customer service systems.
• Escalate complex technical problems to external IT providers, software vendors, payment providers, logistics partners, or management when required.
• Monitor recurring technical issues and recommend improvements to systems, workflows, customer support scripts, and digital service processes.
• Maintain accurate records of technical issues, customer interactions, resolutions, and system updates.
• Support data security, privacy, and responsible handling of customer and business account information.
• Assist with website, inventory, CRM, wholesale account, and e-commerce platform updates where required.
• Contribute to smooth customer service delivery across wholesale, retail, and online sales operations.

Requirements

• A bachelor’s degree or diploma in Information Technology, Telecommunications, Computer Science, or a related field is preferred.
• Relevant qualification in information technology, computer systems, networking, business information systems, or a related field.
• Previous experience in ICT support, help desk support, customer technical support, systems support, or call centre support is preferred.
• Strong ability to diagnose and resolve technical problems in a customer-facing or business support environment.
• Good understanding of computer hardware, software applications, POS systems, e-commerce platforms, CRM systems, networks, and basic troubleshooting.
• Excellent communication skills with the ability to explain technical information clearly to non-technical customers, business clients, and staff.
• Strong customer service mindset, patience, and problem-solving ability.
• Ability to manage multiple support requests and work under pressure during busy wholesale or retail periods.
• Good attention to detail and ability to maintain accurate support records.
• Understanding of privacy, data security, and responsible handling of customer and business information.
• Experience in wholesale, retail, e-commerce, distribution, or regulated consumer products would be an advantage.

What We Offer

• Opportunity to work in a growing wholesale, retail, and e-commerce business.
• Hands-on exposure to ICT support, customer service systems, wholesale ordering platforms, online sales channels, and retail technology.
• Supportive team environment with practical training.
• Long-term development opportunities in ICT support, systems operations, and business service delivery.