Support & Updates Coordinator
Description
Salary: $62,192 per year
About us
Established in 2005, The Drug Detection Agency (TDDA) is the market leader in eliminating drug and alcohol risks at work across New Zealand and Australia. With more than 300 staff, 90 mobile health clinics and 65 locations, we process over 250,000 tests a year. Our proprietary platform, Imperans, supports 5,000+ clients with testing, occupational health, scheduling, reporting and compliance.
About the role
We are looking for a Support & Updates Coordinator to be the first point of contact for system support across our regions, franchisees and customers. You will keep the platform running smoothly day to day, resolve issues quickly and help users get the most out of it.
This is a full-time, permanent role based at our Rosedale office in Auckland. You will report to our Product & Delivery Manager and work closely with our testing and development team.
What you will be doing
Being the first point of contact for system support requests from regions, franchisees and customers
Logging, prioritising and resolving requests, and keeping people updated along the way
Completing routine system updates, user set-up and configuration changes
Following documented procedures and change controls
Investigating issues and escalating to the testing and development team when needed
Writing clear bug reports with steps to reproduce
Maintaining FAQs, support articles and user guides
Spotting recurring issues and suggesting improvements or training
Helping communicate system changes to users
What you will bring
Strong written and verbal communication skills
A customer-first attitude
Confidence with technology, ideally including AI tools and systems
Confidence with Microsoft 365
Analytical thinking and a logical approach to problem solving
Excellent attention to detail and accuracy
Strong organisation, with the ability to juggle multiple requests
Discretion with confidential information
A willingness to learn new systems and technical skills
Experience in a support, helpdesk or similar role is a plus, but not essential
You must already have the right to work in New Zealand.