Job description

About Phocas Software

Phocas Software is an established, profitable SaaS company enjoying steady growth with a dedicated customer base and a leading product in its category. Currently on the path to expand revenue significantly, the company offers exciting opportunities to be part of its evolution and shape how it delivers value to its customers globally.

Phocas values individual enjoyment in work and encourages innovative approaches to professional challenges and a balanced lifestyle, supporting employees in pursuing what brings them happiness both at work and in their personal lives.

Role Summary

As a 1st line Customer Support Analyst, you will play a key role in providing outstanding customer experiences by ensuring that users of Phocas' Business Planning and Analytics software receive support that exceeds expectations. Maintaining a remarkable global retention rate of 97%, the aim is to turn customers into enthusiastic advocates through exceptional service.

Key Responsibilities

Provide exemplary customer service and resolve issues concerning Phocas products, including conversion matters, using remote support technologies such as TeamViewer, VPN, and RDP following best practices.
Rapidly identify and address operating system and application challenges by implementing corrective measures and conducting end-user training; escalate more complex issues appropriately.
Manage and triage incoming support cases promptly, ensuring communication adheres to established service level agreements, utilizing phone (Microsoft Teams) and email/Pylon platforms.
Own support cases fully, performing in-depth troubleshooting, offering workaround solutions, conducting root cause analyses, and handling major incident management.
Collaborate daily with AI tools to draft and refine customer responses, identify relevant knowledge, detect case patterns, and free up time for meaningful human interactions.
Contribute to evolving the AI-driven support framework by identifying knowledge gaps, enhancing automated replies, and supporting continuous improvement.
Conduct detailed validation of customers’ ETL processes and data to diagnose support issues accurately when necessary.
Maintain thorough documentation of processes and update the knowledge base consistently.
Utilize Pylon and HubSpot to manage project details and contact information, documenting, tracking, monitoring, and reporting on support cases.
Champion the customer perspective to ensure timely and high-quality service and support.
Commit to ongoing learning and enjoy the work environment.

Required Qualifications and Skills

At least 2 years of experience in customer support roles handling complex support requests via email, phone, and face-to-face interactions.
Familiarity with Contact Management systems, database software, internet technology tools, and word processing applications.
Proficiency in Microsoft Office applications.
Solid communication skills with the ability to collaborate effectively across teams, including colleagues in the US and Australia.
Basic knowledge of SQL, data integration points, database design, or data analytics.
A genuine interest in artificial intelligence and its potential to enhance customer support workflows.
Preferred experience working remotely for international organizations.
Additional knowledge in Financial, Accounting, or ERP domains is advantageous.

Additional Information

Phocas Software supports international talent through its status as an Accredited Employer; however, only candidates with current New Zealand work authorization will be considered due to visa processing constraints.

The company maintains a strong Equal Opportunity policy, ensuring fair consideration irrespective of race, color, religion, gender, sexual orientation, gender identity, disability, veteran status, or other protected categories.