Technical Support Representative

STORBIE LIMITED operates an intuitive e-commerce platform that empowers independent retailers and pharmacies across New Zealand to build and scale their online storefronts.Job Title: Technical Support RepresentativeLocation: Wellington, NZWork Type: Full-time Position OverviewWe are seeking an analytical and solutions-driven Technical Support Representative to manage and resolve product-specific technical challenges for our expanding client base. This mid-level position is structured as an accessible career step for entry-level help desk technicians, customer service agents with strong technical aptitudes, or IT graduates looking to secure a specialized corporate role. Working within a fast-paced environment, the successful candidate will act as the critical link between our users and our internal product engineering teams, ensuring swift issue resolution and maintaining peak customer satisfaction. Key ResponsibilitiesTechnical Problem Resolution: Diagnose, troubleshoot, and resolve incoming mid-level technical issues regarding software configurations, platform bugs, system integrations, and hardware performance.Incident Case Management: Manage the end-to-end lifecycle of support tickets using ticketing systems (e.g., Zendesk, Jira), ensuring all service level agreements (SLAs) are met or exceeded.Technical Documentation: Author clear, concise knowledge base articles, internal troubleshooting guides, and user-facing FAQs to streamline future problem-solving.Cross-Functional Escalation: Efficiently isolate complex, high-priority system bugs and escalate them with detailed diagnostic notes to senior infrastructure and engineering teams.Client Onboarding & Education: Guide new clients through platform deployments, custom configurations, and API connections, translating complex technical processes into easily understood instructions. Requirements & QualificationsExperience: Some experience in a technical support, help desk, IT service management, or customer-facing application support environment.Technical Skill Set: Practical familiarity with operating systems, basic networking protocols (TCP/IP, DNS), web applications, and database lookups (SQL queries or API testing tools like Postman is highly advantageous).Analytical Capabilities: Excellent deductive reasoning and problem-solving skills to systematically isolate software faults and user errors.Communication Skills: Strong verbal and written communication skills, with a proven ability to explain highly technical concepts calmly and clearly to non-technical users.Pay: From $5,400.00 per monthBenefits:

• Employee mentoring program
• Health insurance
• Housing allowance
• Life insurance
• Professional development assistance
• Referral program
• Visa sponsorship
• Vision insurance

Work Location: In person