Help Desk Support Technician
Summary
Help desk role at Wherewolf, a NZ software company for tourism operators: handling customer enquiries, onboarding and account configuration, troubleshooting technical issues, testing new features, and maintaining documentation. Full-time, remote within New Zealand, Mon-Fri 9am-5pm NZ time.
Salary: $65,000 – $75,000 per year
Wherewolf | Full-time | Remote within New Zealand
https://getwherewolf.com/
About Wherewolf
Wherewolf is a New Zealand-based software company serving tourism operators in markets around the world. Our software helps activity and tour operators streamline guest check-in, manage operational risks, and make better use of their guest data.
Through integrations with booking systems, automated email and SMS communications, and digital waiver forms, we help operators collect important guest information before they arrive onsite. Our suite of tools, including the Wherewolf Waiver App and Dashboard, supports onsite operations, guest eligibility and risk management, and customer engagement through targeted marketing tools designed to generate additional revenue.
We're a technology business working in a dynamic, international industry, and we're looking for someone who enjoys helping people, solving problems, and learning how software works.
About the role
As a Help Desk Support Technician, you'll be a key point of contact for Wherewolf customers and an important link between our customers, support team, and software development team.
You'll help customers understand and use our software, resolve technical issues, configure their accounts, and get the most value from the platform. You'll also help us identify recurring problems, improve our documentation, test new functionality, and communicate customer feedback to the people building our product.
This is a hands-on role suited to someone who combines strong communication skills with a methodical approach to troubleshooting, a willingness to learn, and a genuine commitment to delivering great customer service.
The position is full-time and remote, with the successful applicant required to be based in New Zealand.
Key responsibilities
Customer support: Respond to customer enquiries, providing clear guidance, training, configuration assistance, and technical troubleshooting.
Customer onboarding: Help new customers get started by assisting with account setup, configuration, and training.
Issue investigation: Investigate reported problems, identify potential causes, reproduce issues where possible, and escalate software bugs or technical issues to the appropriate team members.
Documentation and knowledge sharing: Create, maintain, and improve user guides, help documentation, and internal knowledge resources.
Software testing and releases: Assist with testing new features, verifying fixes, and supporting software rollouts.
Continuous improvement: Work with product and engineering teams to identify recurring issues, communicate customer feedback, and help improve the reliability and usability of the platform.
Team collaboration: Maintain accurate support records and ensure relevant information is shared effectively across the team.
Skills and experience
We're looking for someone who is curious, organised, enjoys helping people and is confident communicating with customers with diverse needs and of all abilities.
You'll ideally bring:
Excellent communication skills: Strong written and verbal English, with the ability to explain technical concepts clearly and interact with customers in a professional, empathetic, and solution-focused manner.
Customer support experience: Experience in help desk, technical support, customer service, or a similar role, including managing support requests and following issues through to resolution.
Technical aptitude: The ability to learn new software and systems quickly, understand how they behave, and confidently explain their functionality to others.
Problem-solving skills: A methodical approach to investigating issues and troubleshooting basic software, hardware, network, and account-related problems.
A customer-focused mindset: The ability to understand customer requirements, identify practical solutions, and recognise when an issue needs further investigation or escalation.
Organisation and prioritisation: The ability to manage multiple requests, assess priorities, work independently, and maintain accurate records in a remote working environment.
Attention to detail: A diligent approach to documenting issues, recording solutions, and ensuring important information is communicated to customers and colleagues.
Adaptability: A willingness to keep learning as the software evolves, with the ability to retain and apply product knowledge as new features and processes are introduced.
Experience working with SaaS products, software configuration, or software development teams would be an advantage.
Hours and location
Employment: Full-time, 37.5 hours per week.
Working days: Monday to Friday.
Working hours: Between 9:00 am and 5:00 pm New Zealand time, with the specific daily schedule agreed with the successful applicant.
Location: Remote, with applicants required to be based in New Zealand.
Flexibility: Occasional additional or alternative working hours may be required to meet business and customer support needs.
Reporting line
The Help Desk Support Technician reports directly to the Chief Product Officer and works collaboratively with the wider support, product, and engineering teams.
Who will thrive in this role?
You'll enjoy this role if you like figuring out how things work, helping people overcome challenges, and turning complicated problems into straightforward solutions. You'll be comfortable taking ownership of customer enquiries, learning new technology, and working independently while remaining closely connected to a collaborative team.
Most importantly, you'll take pride in providing reliable, thoughtful support and helping make both our software and our customers' experience better. If you’ve made it this far then we are excited to hear from you!