Product Support Specialist

Juvare is a SaaS software company focused on developing innovative enterprise resilience solutions for government agencies, corporations, healthcare providers, and higher education. Juvare solutions have supported over 500,000 emergency response incidents in all 50 states and 20 countries worldwide. Juvare helps our clients prepare, connect, and respond to protect people, property, and brands.

Job Summary:

As our Product Support Specialist, you are responsible for providing remote and/or on-site technical support to clients and assisting with various development tasks (HTML, JavaScript, CSS) to support internal and client-driven projects. Your role will include answering phone and email support requests and communicating directly with clients in order to help them diagnose and resolve issues they are having with the Juvare suite of products and services.

With a keen eye for detail, and a desire to help agencies become better prepared to face a crisis, you'll be based in Wellington and will work with high profile organisations throughout Australia and New Zealand. 

You'll have experience in a range of development technologies, with prior experience in implementing software. As you can imagine, deadlines in this industry can change in an instant, so you'll have a superior ability to multi-task and meet changing deadlines.

Reports to:  Program Manager, Juvare Asia Pacific

Location:  Wellington CBD

Responsibilities:

• Provide telephone and email support to a global client base.
• Be rostered on to the after-hours support roster (approx. once per month).
• Verify bugs reported by clients and report to development.
• Submit product enhancements from clients to development.
• Troubleshoot and resolve product configuration issues.
• Assist in maintaining our knowledge base of common problems and solutions.
• Demonstrate personal discipline and assure quality of service provided.
• Understand and be aware of, Juvare information security policies and standards.
• Always protect company and client information.
• Inform the Compliance Officer or hot line of any information security issues.
• Working hours may be adjusted to match the weekday operating hours of clients in Australia.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree required. (Computer Science, Information Systems or similar technical major strongly preferred).
• 1+ years’ technical software development experience.
• 2+ years’ experience in a technical support call center environment.
• 2+ years of HTML, CSS, JavaScript experience.

Skills/ Knowledge Requirements:

• Exceptional analytical and problem-solving skills.
• Excellent understanding of HTML, CSS and Javascript.
• Experience with Bootstrap versions 3 and 4.
• Experience with jQuery.
• Experience with RESTful services and APIs.
• Experience with SQL Server.
• Excellent verbal, written and presentation skills.
• Superior ability to multi-task and meet changing deadlines.
• Good understanding of servers and data flow.
• Passion to provide outstanding service to both internal and external clients.
• Ability and willingness to travel if required.

What we offer:

• Chance to develop a product that makes a difference in people’s life.
• Professional training and development opportunities.
• Attractive compensation and benefits package.
• Flexible working environment.
• A personalized development plan and regular progress reviews.

This position is subject to compliance with the Export Administration Regulations ("EAR") and may require a U.S. person status verification.

EEO Statement 

Juvare is deeply committed to building a diverse and inclusive team. We believe in equal opportunity for all applicants and encourage individuals from underrepresented groups in technology to apply. As an equal opportunity employer, we celebrate diversity and are committed to building and maintaining a diverse and inclusive workforce. All qualified applicants and employees will receive consideration for employment regardless of—and will be free from discrimination on account of—their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, physical condition, developmental disability, genetic information, or any other category protected under applicable law.

Any individuals with a disability requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to human-resources@juvare.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.

 Affirmative Action: Juvare’s Affirmative Action Plan advances our principles of equal opportunity and supports that goal by enlarging our talent pool.