Customer Support Analyst
Salary: $60,000 – $70,000 per year
Some people are bothered by a ticket that has gone quiet. If that's you, keep reading.
BraveGen builds the software that large organisations across New Zealand and Australia use to measure their carbon emissions, manage their energy use and optimise their buildings. Our customers are the sustainability and property teams at some of Australasia's best-known companies. When they need help with our platform, they come to us.
We're hiring a Customer Support Analyst onto that desk. There are three of us. You'd be the person our customers deal with directly.
This is a role for someone early in their career who wants to build one properly. You don't need years of service desk experience. You need to be technical enough to work things out, careful enough to be trusted with customer data, and the kind of person who can't leave a loose end alone.
The job, honestly
Most days are a queue. Customers raise tickets about our platform - a report won't generate, a data upload has failed, something isn't behaving, they can't work out how to do the thing they need to do. You work out what's going on, resolve what you can, and get the rest to the right person.
What matters most to us is what happens next. The cases waiting on a developer, on a third party, or on the customer themselves are the ones that quietly go stale. Somebody has to be the person who notices, chases and closes the loop. It's less satisfying than solving the interesting problem in front of you, and it's the single most valuable thing you'd do here.
If an empty backlog gives you quiet satisfaction, and something sitting untouched for three weeks nags at you, you'll do well here. If you'd rather move on to the next fresh ticket, this isn't the role.
What you'll be doing
• Triaging and troubleshooting tickets from customers using our platform
• Owning cases through to closure, including the ones blocked on somebody else
• Reviewing what's ageing in the queue and acting on it before a customer has to ask
• Investigating recurring issues to find root causes
• Account and data work - uploads, exports, configuration - done accurately
• Building reports, for customers and for the desk
• Delivering onboarding training so new customers get confident with the platform
• Working with our developers to diagnose and resolve bugs
• Keeping our knowledge base current and genuinely useful
What we're looking for
We care more about how you think than how long your CV is.
• You can build a report and make sense of data. From a job, from your studies, or from something you taught yourself - Excel, Google Sheets, SQL, Power BI, it doesn't matter which. What matters is that you've taken raw data and turned it into something that answered a question. Shortlisted candidates complete a short practical exercise.
• You've dealt with customers. It needn't have been on a support desk. Retail, hospitality, a call centre, a help desk at university - what matters is that you've handled someone who was frustrated and stayed useful.
• Some technical grounding. A relevant qualification, a support role, an internship, or a genuinely self-taught background. You'll be learning our platform from scratch, so what we care about is that you can learn.
• You follow things through. We'll ask you for specific examples.
• Careful, accurate work with data and in writing.
• The ability to explain technical things to people who aren't technical, without making them feel small.
• The right to work in New Zealand permanently.
Hours and flexibility
Standard business hours, Monday to Friday, hybrid - with the flexibility to work from home when that helps you do your best work.
Where this leads
This desk is where people learn our platform properly, which makes it a strong route into consulting and customer success. If you're ambitious, say so. We'd far rather hire somebody who wants to move up in two years than somebody who wants to sit still.
How to apply
Send us your CV and a short cover letter telling us two things: a report or piece of analysis you've produced - at work, in your studies, or for yourself, what question it answered and what you built it in; and a time you chased something to a conclusion when it would have been easier to let it go.
We read them.