Customer Support Administrator

At Devoli, our mission is to simplify the world of telco & communications. We love to automate everything and have built the leading platform to orchestrate data and voice services, taking the hassle out of telco for our customers.

Founded in 2008, we have a few more grey hairs than your typical start-up! We have the privilege to work with a long list of amazing customers, from local managed service providers (MSPs) to big household names like Contact Energy. Our platform’s portal and APIs simplify access to a wide range of products for our customers, managing over 100,000 connections and counting. We’ve also delivered some game-changing innovation that has enabled us to be recognised in forums such as Deloitte’s Fast 50.

A diverse team of 50ish people, headquartered in an old pub in Victoria Park, Auckland CBD — we’re looking for more passionate individuals to join us on our mission.

The role:

As a Customer Support Administrator, your key focus will be on delivering outstanding customer support. You'll be the go-to person for our customers' billing and provisioning needs, handling inquiries across multiple channels with precision and care. Your sharp attention to detail and commitment to excellence will ensure our customers receive timely, accurate support every time they reach out.

If you take pride in delivering exceptional service, enjoy solving complex problems, and want to be part of a team that makes a real difference to our customers' experience, this could be your perfect next step!

What you'll be doing:

• Managing customer inquiries across multiple channels (calls, tickets, chats, and our SDM mailbox) with a commitment to same-day response
• Processing and resolving billing inquiries with 100% accuracy and quick turnaround
• Handling service provisioning requests efficiently while maintaining quality
• Ensuring billing accuracy and timely processing across all customer accounts
• Maintaining high customer response rates and professional customer communication

What we’re looking for:

• You have an eagle eye for detail and take pride in accuracy
• You excel at managing multiple priorities while maintaining quality
• You get a kick out of solving puzzles and fixing problems
• You love providing solutions and making customers' days better
• You are tech-savvy and adapt quickly to different systems
• You thrive in a fast-paced environment where every day brings new challenges
• You have a proven track record of WOWing customers and maintaining high service standards
• Experience with billing systems and processes is a plus!
• You have excellent communication skills
• You are adaptable and enjoy working in fast-paced environments
• You're a team player and love collaborating with others, but also self-motivated and work well autonomously

We’re a fun team and no two days are ever the same at Devoli, but there are a few things that are consistent:

• We’re committed to leading the pack in what we do – using tooling that is fit for purpose, moving quickly with high levels of individual ownership, and working without red tape.
• We'll make sure you've got the equipment you need to be successful - A Windows/Mac device, standing desk and 34" screens to use while you're in the office, the list goes on... and because we power NZ's best ISPs, we'll provide you with a broadband connection at home.
• We love celebrating and collaborating in-person, but we keep things flexible. We encourage our people to live healthy, balanced lives by providing the flexibility they need to juggle the multiple roles we all play in life and other outside of work commitments.
• We love a shared lunch! Weekly grocery shops means that we keep our team fed, watered and caffeinated in the office. Expect regular lunches/BBQs and events too, where you can relax, enjoy some good food and banter with the team. We'll make sure you come in on a Friday as part of the "getting to know us phase" (a.k.a interview process) so you get a sense for what we mean.
• Our team culture is welcoming and diverse, and there's a strong sense of being One Team.
• We believe in continuous learning and invest in our people's growth - we support them to participate in courses, conferences/events, coaching or other programs
• Oh.. and you get your birthday off, too ;)

If this sounds like something you're excited about but you’re not sure you tick all the boxes, we encourage you to apply anyway. We look forward to hearing from you!