Customer Experience Specialist

Accessit as part of Follett School Solutions empowers educators with advanced solutions, helping administrators optimise resources, librarians curate diverse collections, and teachers engage students.

Join us in shaping the lives of students and revolutionizing education worldwide.

Summary of role

This role provides technical support to global customers and answers complex questions on the function and usage of their products via phone, email and online globally.

You will serve as the primary support liaison between the company and their customers in many different countries to ensure support queries are resolved efficiently and effectively while creating a positive interaction that leaves a long-lasting impression.


  • Resolve customer questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
  • Serves as primary technical support liaison between company and customer.
  • Ensure any additional follow up, testing and troubleshooting that’s required is completed and keep the customer informed of how and when problems are resolved.
  • Transfer or refer the customer to other support and quality assurance areas when needed.
  • Ensure a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures.
  • Convey customer feedback to your leader(s).
  • Work within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements.

Accessit’s environment is an awesome place to work: we have a diverse and inclusive culture that we’re proud of. Whether you’re after a workplace with a social vibe, or a workplace which understands your family is priority – Accessit is all of that and more.

At Accessit, we encourage flexible working hours and arrangements that allow you to balance your life and passions. We’re committed to support you to reach your potential with continued learning, training and career mentorship to help you flourish.

Ready to make a difference? Join us and empower the future of education!

To apply for New Zealand based role, please send your CV and brief cover letter by clicking here: https://www.talent.army/job-ads/1682300