Customer Support & Onboarding Specialist

About TradeWindow

At TradeWindow, we create innovative and intelligent software solutions used by leading exporters and freight forwarders. Our mission is to re-define the way businesses establish trust and share information across global supply chains. Inspired by a team of talented thinkers, an amazing culture, and strong growth trajectory – we strive to challenge the definition of possible.

Since launching in December 2018, we have grown rapidly to become a multinational team of talented professionals with operations spanning Australia, New Zealand and the Philippines. We are listed on the New Zealand Stock Exchange and are looking for highly skilled, motivated, and resourceful people to join our journey

Role Overview

The Customer Support & Onboarding Specialist provides technical and functional support to users of our platforms. The role focuses on application troubleshooting, SQL based investigation, configuration review, and issue triage, ensuring a smooth and efficient user experience.

We are looking for someone analytical, curious, and confident in diagnosing application behavior while guiding users toward effective resolutions.

Key Responsibilities

• Deliver L1–L2 application support, ensuring accurate and timely handling of tickets and calls.
• Perform triage and root cause analysis, identifying whether issues relate to configuration, data, user actions, or potential defects.
• Use SQL queries to investigate data concerns and validate user reports.
• Troubleshoot issues across application workflows, configuration settings, access controls, and data integrity.
• Provide responsive, high-quality support and proactively identify areas where customers may need additional guidance.
• Gather and respond to customer feedback, recommending improvements to enhance user experience and product adoption.
• Collaborate with Support, QA, Product, and Engineering teams on complex or recurring issues.
• Maintain detailed support records and follow established workflows for ticket management and resolution.
• Contribute to internal knowledge base content, troubleshooting guides, and process improvements.
• Communicate with users professionally across email, chat, or calls, ensuring consistent and proactive updates.

Qualifications

• Relevant Industry experience in global trade, import/export, customs compliance, logistics, or freight forwarding.
• Bachelor’s degree in information technology (or equivalent practical experience)
• 2+ years’ experience in application support, software support, IT helpdesk, or related technical support roles.
• Intermediate or hobbyist-level SQL skills (queries, joins, data validation).
• Strong troubleshooting and analytical skills, with the ability to interpret XML, JSON, and other structured data formats.
• Experience using ticketing/support tools such as Freshdesk, Zendesk, HubSpot, or JIRA.
• Familiarity with SaaS environments, browser‑based systems, and basic networking fundamentals.
• Excellent written and verbal communication skills.
• Exposure to Agile methodologies or cross‑functional collaboration with Product/Engineering teams.
• Knowledge of EDI messaging formats and reading technical documentation

What We Offer

A competitive salary, KiwiSaver contributions, flexible working, parking (first in first served) a fun and inclusive team.