ABOUT FUJIFILM BUSINESS INNOVATION

At FUJIFILM Business Innovation, we never stop finding ways to help Kiwis work smarter. That means we’re at the forefront of digital trends and the way people use information today and tomorrow. We’re a company of 700 people working collaboratively across Aotearoa, passionate about our customers and technology and believe every solution we provide has one goal: our customers’ success. As part of the international Fujifilm Group of companies, we have a heritage in innovation and a local mission to solve complex challenges for organisations large and small.
Our Process Automation division is a leading provider of AI-driven automation software and solutions. Some of the largest and most well-known companies use our automation solutions to run more efficient and cost-effective business processes, improve customer and supplier relationships, increase employee productivity and engagement, and enhance global visibility, scalability and compliance.

POSITION OVERVIEW

The position of the Support Analyst involves delivery of prompt, courteous, and effective technical assistance to end users of Process Automation software services and solutions. You will act as a key contact point between end users and technical teams ensuring that user concerns are addressed with professionalism and clarity.
As a part of our ongoing mission to find aways to work smarter you will actively contribute to the ongoing process improvements by identifying themes/trends within the support tickets and providing feedback to the technical teams.

WHAT WE’RE LOOKING FOR

To excel in this role, you will have a blend of technical expertise, creative problem-solving ability, and a customer-focused mindset. Specifically, we’re looking for candidates with:

• At least 1 year’s experience in IT Support coupled with relevant IT qualifications.
• Exposure to application support and documenting call resolution.
• Strong knowledge of Microsoft Office.
• Intermediate Microsoft Office skills e.g. Word & Excel.
• Excellent communication skills, both written and verbal, with the ability to work effectively with clients and cross-functional teams.
• A collaborative mindset and a passion for innovation.

KEY RESPONSIBILITIES

• Monitoring and logging of inbound issue channels into support tools e.g. email and web portal.
• Responding to queries.
• Walking the customer through problem-identification and/or problem-solving process.
• Resolving client problems and queries in an effective and timely manner.
• Undertake fixes on Views, Dashboards, Reports and Data
• Identify themes in support tickets and provide feedback to teams for standardised enhancements.

To excel in this role, you will have a blend of technical expertise, creative problem-solving ability, and a customer-focused mindset. Specifically, we’re looking for candidates with:

• At least 1 year’s experience in IT Support coupled with relevant IT qualifications.
• Exposure to application support and documenting call resolution.
• Strong knowledge of Microsoft Office.
• Intermediate Microsoft Office skills e.g. Word & Excel.
• Excellent communication skills, both written and verbal, with the ability to work effectively with clients and cross-functional teams.
• A collaborative mindset and a passion for innovation