MADCAP - ICT Customer Support (Night Shift)

MADCAP – ICT Customer Support (Night Shift)

(French, Spanish & Portuguese fluency desirable)

At Jade Software, we build technology that helps organisations solve real‑world complexity - from fighting financial crime to powering global supply chains and enterprise systems. Our products, including Jade Platform, ThirdEye, and MADCAP, are trusted by organisations across 70+ countries and six continents.

We’re ambitious, people‑centric, and grounded in building systems that are robust, scalable, and built to last. We value curiosity, collaboration, and having fun along the way.

About the Role

The team at MADCAP have an exciting opportunity for an ICT Customer Support Representative to join our Christchurch‑based team on a permanent night shift.

 Our customers operate across multiple time zones, so you’ll need to be able to commit to night shift work on a long‑term basis. This is a full‑time role suited to a motivated self‑starter who is comfortable working independently when required.

Shift hours:
Tuesday – Saturday, 12:00am – 8:30am
(Occasional changes may occur, so flexibility is required.)

You’ll receive full on‑the‑job training and ongoing support, with regular performance and development reviews. This is a great opportunity to build a long‑term career within the MADCAP team.

Key Responsibilities

Issue Resolution

• Monitor systems and respond to alerts, requests, and messages within agreed timeframes.


• Log, manage, and follow up service desk requests with support from the wider team.


• Provide basic telephone, email, and remote support to users.


• Assist with simple reporting, system checks, and documentation.

System Management

• Help ensure systems, applications, and infrastructure are operating correctly, escalating issues as required.


• Assist with routine operational tasks by following documented processes.


• Gain exposure to enterprise technologies including Microsoft Windows and Active Directory, SQL databases, web‑based systems, virtualised environments, mobile applications, and the JADE development platform.


• Support software testing activities once the required knowledge level is reached.

Continuous Improvement

• Learn from incidents and suggest improvements to processes and ways of working.

About You

You’ll bring a strong customer focus, a professional attitude, and excellent written and spoken English, as you’ll support both local and international clients. Due to the size and complexity of the MADCAP system, this role involves extensive initial training and is ideal for someone with ICT support experience or qualifications who is seeking a long‑term career opportunity.

We’re looking for someone who has:

• Excellent English communication and comprehension skills
  


• A solid understanding of Microsoft Server Operating Systems


• A genuine passion for customer service and the ability to remain calm under pressure


• Strong time management and the ability to work independently and as part of a team


• A proactive, organised approach to work


• Previous IT service desk experience (advantageous)

Desirable Experience:

• Fluency in French, Spanish, or Portuguese (highly desirable)
  


• Experience with accounting systems


• Knowledge of the global dairy industry


• Experience supporting complex supply chain management solutions


• Software development experience, particularly within the Jade development environment


• Experience in data analysis

Why Jade

We’re more than a tech company—we’re a team that believes work should be inspiring, inclusive, and enjoyable. At Jade, our people solve complex problems with real-world impact and celebrate wins together.

You’ll be part of a values-driven, People First culture that welcomes diverse perspectives and offers genuine opportunities to grow.  Our strength lies in our people. We value individuality and welcome applicants from all backgrounds, assessing applications based on skills, experience, and potential. With the right balance of flexibility and support, we empower our people to thrive and do their best work.

Note: This is a Christchurch based role and you must have valid NZ working rights to be able to be considered for this opportunity. 

Please note: we are not engaging recruitment agencies for this opportunity.