Customer Support Specialist - Auckland - Dynamic Team

Our intuitive cloud-based job management software is helping tradespeople across the globe manage their business in a smarter, more efficient way. From site visits through to scheduling, quoting, invoicing, and much more - Fergus arranges all tasks in one place and gives our customers the insight they need to grow their business.

Founded in 2014 as the brainchild of Dan Pollard, a veteran NZ Plumber, who spent many years deep in the trenches. Eventually burning out and going bust, Dan realised that a trades business needs proper systems in place to keep it running … without running its owner into the ground.

Fast-forward to today, we’re a Series B global B2B SaaS business with rapidly scaling offices in New Zealand (HQ), Australia and the UK.

Our Customer Support Specialists are responsible for resolving customer queries, recommending solutions and guiding our customers through the features and functionalities of our Fergus product. This involves front line phone, email, chat and ticket support for our cloud based software, along with other technical support related tasks.

This role could be a fantastic stepping-stone into a career within a tech environment that spans the globe. If you're our successful applicant, we'll provide you with all the training required. So, if you love the satisfaction of really making a difference to people's lives, then this is a perfect opportunity for you.

What we're looking for:

• Phone based customer service experience
• Comfortable with technology and eager to learn more about SaaS platforms
• Patient and cheerful by nature, you'll be adaptable with handling a range of different personalities and requests that you’ll encounter
• A passion for helping others succeed, especially tradespeople who rely on our platform to streamline their businesses
• Clear communication and a confident phone manner
• Proven relationship and collboration ability both internal and external

Why Fergus?

🛠️ Be part of supporting the backbone of our economy—tradespeople!

💷 Competitive Salary

💙 Wellbeing: 4 extra paid ME days per year (focus on your wellbeing), Employee Assistance Program

📈 Equity: We have a generous Employee Share Option Plan that all team members can participate in after their 1 year anniversary

👶 Parental Leave: Additional 10 weeks of paid parental leave.

🎁 Other: Annual L&D budget, external company-wide training workshops, reward and recognition schemes, a genuine transparent and employee-first culture 

💻 Work Setup: Hybrid - 3 days in the Auckland office

Want to know more about working at Fergus? Check out what our people say here

Our Interview Process:

Talent Team Screening (30 mins)

Competency / Behavioural Interview/ Role Play (60 mins)

Peer Stage Interview (60 mins)

Unfortunately, we are not able to assist in sponsoring a work visa for this specific role. We are only able to consider candidates who live, and have right to work, in New Zealand.