Support Analyst

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  "list_job": {
    "id": "160",
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    "location": {
      "city": "Christchurch",
      "state": "Canterbury"
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    "location": {
      "city": "Christchurch",
      "state": "Canterbury",
      "postalCode": "8041",
      "addressCountry": "New Zealand"
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    "datePosted": "2026-04-14",
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    "description": "<p><span style=\"font-weight: bold\">Stay Connected. Grow Your Career.</span></p>\n<p>Are you a natural troubleshooter who enjoys solving complex problems and delivering great customer experiences?</p>\n<p>Are you looking to build a clear pathway toward becoming a Junior Network, Manager Service, or Voice Engineer?</p>\n<p>If so, this could be the path for you.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">About You</span></p>\n<p>You’ll thrive in a fast‑paced support environment and take pride in your attention to detail and commitment to customer satisfaction. Ideally, you’ll bring:</p>\n<ul>\n<li>A strong aptitude for troubleshooting, with confidence handling technical challenges head‑on</li>\n<li>Hands‑on experience supporting VoIP services, including Cloud PBX (Kazoo) and call‑flow configuration</li>\n<li>Knowledge of telco provisioning, including broadband and VoIP services such as service activation, order management, and platform configuration</li>\n<li>The ability to juggle multiple support channels (phone, email, and live chat) while maintaining a consistently high standard of service</li>\n<li>Excellent communication skills, with a customer‑focused and solutions‑driven mindset</li>\n<li>A genuine passion for learning, professional development, and staying up to date with product changes and industry best practice<br><br></li>\n</ul>\n<p>If you’re motivated, detail‑oriented, and keen to grow your technical career within the telecommunications space, we’d love to hear from you.</p>\n<p>Sound like you. Apply now and take the next step in your career!</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">About Us</span></p>\n<p>Voyager is your true-blue, down-to-earth, 100% Kiwi owned telecommunications provider. Built on a foundation of passion and expertise, we deliver ultra-fast broadband, voice, domain name, and hosting services to thousands of businesses and homes around New Zealand.</p>\n<p> </p>\n<p>We're focused on keeping Kiwis connected and helping companies across New Zealand do business better. Our extensive knowledge of all things digital combine with our friendly, helpful technology experts to make Voyager the right choice for a digital transformation partner.</p>\n<p> </p>\n<p>We invest in our people, and we will help you grow your career with us. Check us out on our various social media platforms and visit our YouTube channel for a peek at what life at Voyager is like, including our iconic Christmas video!</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">What will you do?</span></p>\n<p>Voyager is seeking a dedicated and motivated Helpdesk professional to join our team in Christchurch. You will take the lead in providing customer service and technical support to our nationwide customer base of over 30,000 Business, Residential, and Wholesale customers.</p>\n<p> </p>\n<p>As a support analyst, you will be responsible for supporting our clients and providing resolution on calls regarding broadband, voice, and internet services. Escalating when necessary to ensure incidents and requests are resolved as quickly and efficiently as possible to help provide our customers with excellent support.</p>\n<p> </p>\n<p>Based in Riccarton. Shifts are rotational 5 x 8 hour shifts over 5 days between 08.00am – 10.00pm</p>\n<p><em><br></em><span style=\"font-weight: bold\">The Role Involves:</span></p>\n<ul>\n<li>Troubleshooting and resolving technical issues for a wide range of Internet services from broadband and voice to domain names, email, web hosting, and servers</li>\n<li>Providing 1st and 2nd level telephone, chat and email-based support to customers</li>\n<li>Prioritising and managing your own workflow</li>\n<li>Maintaining documentation related to Voyager systems, products and services.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br>What’s in it for you?</span></p>\n<p>We are experiencing huge growth, scaling up and out, this is a great time to join Voyager and be part of our future. You will be surrounded by people who are not content with \"good enough\", working for a company that will support you to be your best self.</p>\n<p>In addition, a career at Voyager offers:</p>\n<p> </p>\n<ul>\n<li>Ongoing support for your professional development</li>\n<li>Paid Birthday Leave and Long Service Leave</li>\n<li>Free parking provided on site in Christchurch</li>\n<li>A pool table and a fully equipped kitchen and break area</li>\n<li>Barista coffee, regular social events, and Friday drinks</li>\n<li>Company Internet / Services allowance</li>\n<li>Friends and Family offers for our services</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br>About You</span></p>\n<p>You will be customer-focused and be able to execute tasks in a high–pressure environment.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">You will have:</span></p>\n<ul>\n<li>Minimum 1 years’ experience working in a contact center environment</li>\n<li>Knowledge of Linux, Windows and MAC operating systems</li>\n<li>Intermediate knowledge of internet technologies - networking, DNS, broadband and VoIP, including configuration of VoIP devices and broadband routers</li>\n<li>A strong command of the English language, both verbal and written is essential.</li>\n<li>A positive attitude and strong attention to detail</li>\n<li>A passion for delivering awesome customer service</li>\n<li>Ideally a Level 6 IT Diploma or vendor equivalent qualification or certifications in Networking (CCNA, JNCP, or NSE), or VoIP.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br>Previous experience in Telecommunications, IT helpdesk or contact centre environments is preferable.</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">How to Apply</span></p>\n<p>If you are excited by the idea of joining us on our voyage, we'd love to hear from you - making sure to include your CV and a covering letter. </p>\n<p> </p>\n<p>You must be living in New Zealand and legally able to work for Voyager in New Zealand. </p>\n<p><span style=\"font-weight: bold\"><br>Pre-employment test - Ministry of Justice</span></p>\n<p>Voyager requires all successful applicants to complete a pre-employment Ministry of Justice criminal records check.</p>\n<p> </p>",
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    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://voyager.bamboohr.com/careers/160",
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