At ASC we know that the mixture of experience, skills, and attitude are key ingredients in making a team succeed so we need the right people on board.

We value diversity in all its forms, including diversity of experience. It's been shown that people in underrepresented groups may only apply for a role when they meet all the role criteria, but if you think you have what it takes then apply anyway and let's see where it goes!

Who are we and what’s our purpose?

Author-it Software Co. (ASC) is a world leading provider of on-premise and cloud-based products for authoring technical publications, e-learning and pharmaceutical information.

What does that mean for our customers? Our tools are used by some of the world’s largest organisations to enable reuse, reassembly and multiformat consumption of mission critical content. Our two software platforms, Docuvera and Author-it, enable the transformation of how our customers create and manage their content, leveraging a component first approach where content is broken down, easily assembled into documents, and reused across their organisation.

Our two products serve different industries; Docuvera’s focus is solving the problem of inefficiency in creating and updating documentation through the drug development lifecycle for biopharma for large global Life Science customers, while Author-it provides technical documentation, learning & development, and compliance solutions for hightech, manufacturing, energy and more, at enterprise scale across the globe.

Established in 2000, we are currently headquartered in Wellington, New Zealand. We have a team of over 100 people based mainly in New Zealand, Europe, and the United States, working across Technology, Product, Quality, Customer Success, Marketing, Sales, Finance and People Experience teams.

The part you’ll play

As a Senior Technical Support Analyst at ASC, you’ll be at the forefront of ensuring our customers receive exceptional support for our products and services. You'll play a critical role in resolving complex customer issues, adhering to industry standards such as ITIL and ISO 20000, and contributing to our continuous improvement initiatives.

What you’ll focus on

• Complex Issue Resolution: Handle and resolve complex customer issues escalated from Level 1/Tier 1 support using advanced troubleshooting techniques.
• SLA Management: Ensure all issues are resolved within agreed service level agreements (SLAs) to maintain high customer satisfaction.
• Analytics & Reporting: Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process. Generate and analyze reports to inform continuous service enhancements.
• Case Management: Use Zendesk/Atlassian to track, manage, and resolve customer cases, maintaining accurate and detailed case records for every interaction.
• Customer Interaction: Provide exceptional customer service, ensuring a high level of satisfaction. Follow up with customers to confirm issue resolution and gather feedback.
• Cross-functional Collaboration: Work closely with Level 3 support, engineering, and product management teams to resolve complex issues. Escalate unresolved cases and ensure timely follow-up and resolution.
• Continuous Improvement: Participate in regular team meetings, suggest and implement process improvements, and contribute to enhancing overall service efficiency.
• Professional Development: Engage in ongoing training and professional development opportunities to stay current with industry standards and best practices.

What you’ll bring to the role

At ASC we know that the mixture of experience, skills and attitude are key ingredients in making a team succeed so we need the right people on board.

You will have this experience or knowledge

• Previous experience with Docuvera and/or Author-it is highly desirable.
• Minimum of 5+ years of experience in remote client support, with a proven track record of delivering exceptional service.
• 3+ years of hands-on experience in IT support within enterprise application software/SaaS companies, preferably in the Life Sciences or Technical Writing industries.
• Exposure to Document Management Systems such as OpenText, Documentum D2, Veeva Systems, etc., is advantageous.
• Proficiency in software applications in Windows and web-based environments.
• Strong adaptability to new or changing circumstances.
• Collaborative mindset with a low-ego, proactive approach.
• Results-oriented with a focus on promoting business success.
• Professional and effective communication skills, both verbal and written.
• Experience operating within SLAs in a client-facing role in a production environment.
• Familiarity with cloud computing concepts, APIs, integrations, and common web technologies.
• Knowledge of database management and querying.

You will have refined these skills

• High level of organization with the ability to manage multiple cases and tasks simultaneously.
• Strong team player who can collaborate effectively with other departments.
• Demonstrated ability to maintain professionalism, adaptability, and respect in all interactions.
• A commitment to providing high-quality service to all users.

You’ll have these certifications or qualifications

• A college diploma or university degree in computer science, or equivalent work experience.
• Certifications in ITIL, CompTIA A+, or CompTIA Network+ are highly desired.

How We Do Things Here

Our guiding principles, entitled How We Do Things Here, set the tone for life at ASC:

• We delight our customers
• We focus on solutions
• We act with integrity
• We nurture growth
• We put people first

That gives you an idea of how we work together.

Of the many qualities our diverse global team have, one that stands out is our passion for what we do. We take pride in our work and we are constantly learning and adapt to try new things or take on a different perspective. We enjoy and thrive in our rapidly changing environment, which requires flexibility and self-discipline, but, in return, we relish the excitement that we are part of a fast-paced scale up business working on transformative technology.

Why ASC is an awesome place to grow your career

We operate in a high trust environment, and we really walk the talk. We aspire for everyone to be themselves and be comfortable at work, so we put great emphasis on ensuring our people have what they need to be at their best. This includes:

• offering a digital first, fully flexible working style
• having modern tools and systems
• relaxed office hubs in some countries, stocked with free drinks and snacks
• offering extra paid time off for year end closedown and your birthday (with unlimited PTO in the USA)
• rewarding our long serving people with long service leave
• engaging everyone in reward and recognition programs
• access to various wellbeing platforms
• a focus on personal growth, including dedicated ‘tools down’ personal development time
• in the USA, we offer fully funded health benefits, like dental and medical

all within in a diverse, supportive, and inclusive global community.