Product Support Specialist / Front End Web Developer

About this role:

As our Product Support Specialist at Juvare, you’ll put your web developer skills into practice as part of our Professional Services software implementation team.   In this entry level, front-end developer role, you’ll work side by side with our senior team members and clients to support, customize and configure our software solutions.   Along the way, our experienced team will mentor you on the nuances of emergency management and you will develop advanced knowledge of the world’s leading incident management solution - WebEOC®.

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. 

The Product Support Specialist is responsible for managing and advancing the first level service and support of end-user service requests and issues.  The position requires support and technical skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Primary work location:

You'll be based in the Wellington CBD

Key Responsibilities:

• Provide telephone and email support to a global client base.
• Build and maintain relationships with all clients and internal stakeholders to ensure that delivered support services and end-user productivity goals are understood and exceeded.
• Advance the use of and contribute to knowledge repository to share information among all levels of product service and support.
• Verify bugs reported by clients and report to development.
• Submit product enhancements from clients to development.
• Technical troubleshooting and problem solving
• Tier 2 support for the region’s clients
• Identify and implement staff development opportunities related to emergency preparedness and emergency response.
• Support Emergency Operations Centre (EOC) activations when required.
• 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.
• Compliance with Juvare policies.
• Other duties as assigned.

What you'll need to be successful in this role:

• At least 2 years experience in web development
• Passion to provide outstanding service to both internal and external clients.
• 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
• Experience in an emergency management environment (preferred but not essential)
• Bachelor’s degree in related field
• At least 2 years experience implementing software and working directly with clients
• Excellent verbal, written and presentation skills
• Superior ability to multi-task and meet changing deadlines
• Good understanding of servers and data flow

Company offers: 

• 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.

About Juvare

JUVARE is a technology company focused on developing innovative enterprise resilience solutions for government agencies, corporations, healthcare providers and higher education around the world. JUVARE solutions have supported over 500,000 emergency response incidents in 20 countries around the world. JUVARE helps our clients prepare, connect, and respond to protect people, property, and brands.