Job Description
Customer Support - Service Desk
- Fixed Term Contract, full-time, with competitive remuneration and benefits
- Contract End Date: 26th February 2027
- Location: Hamilton, New Zealand
- Build your expertise in a growing industry and gain strong experience in a specialist support role
We are seeking a friendly, patient customer support person with excellent spoken and written English.
Confident at delivering remote assistance and training, you will be required to explain technical issues in simple terms, support customers with varying technical ability, and keep enquiries organised and followed through.
You will be a part of a supportive team where training will be provided to help farmers get the best from their SenseHub Monitoring solution (formerly Allflex Monitoring). You will be on the frontline of our Service Desk, providing excellent customer support, guiding users through issues, and ensuring customers get real value from their systems.
What You Will Do
Responsibilities include, however not limited to:
- Be the first point of contact for customer calls and emails, owning enquiries from start to finish with a friendly, helpful approach
- Provide clear, patient support to users with varying technical experience, helping them understand and use their SenseHub Monitoring solution effectively
- Give remote guidance and training to customers, using available materials and tailoring explanations to the user’s level of technical understanding
- Log, triage and track all customer enquiries in the company CRM system(s), keeping customers updated on progress and outcomes
- Work methodically through software and hardware queries, resolving straightforward issues and escalating more complex matters to technical teams when needed
- Monitor customer systems for obvious issues using available tools, and raise concerns promptly to prevent larger problems
- Maintain and update simple, practical knowledge articles, troubleshooting guides and SOPs for customers and colleagues
- Communicate clearly and courteously with customers, colleagues, dealer network and the sales team to ensure a joined-up customer experience
- Support training effectiveness by checking customer understanding and following up as required
- Be flexible with your roster during busy seasons, including some weekend and irregular hours
What You Must have
- Relevant tertiary qualification (for example Information Technology, Electronics, Radio, Electrical) or solid practical experience in a related field
- Proven excellent written and verbal communication skills in fluent English; ability to explain things clearly and simply to non-technical users
- Customer-focused attitude with the ability to build rapport, empathise and manage difficult conversations calmly
- Strong time management and organisational skills, with the ability to manage multiple customer enquiries and priorities
- Comfort and confidence delivering remote training and support sessions by phone or video call
- Good problem-solving and logical thinking skills; able to follow processes and escalate appropriately when needed
- A willingness to learn, improve customer support practices and adapt to changing needs
- Experience with Microsoft Office (Excel, Outlook and Word)
What You Can Expect
- Make a real difference for farming customers while working with leading animal health technology
- Chance to grow your skills, try new tools and strengthen your CV over the life of the contract
- Flexible, varied work with exposure to different teams and future opportunities
- A supportive, collaborative team of like‑minded people
We are proud to be a company that embraces the value of bringing talented and committed people together. The fastest way to breakthrough innovation is when ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive workplace.
**Required Skills: **
Crucial Conversations, Crucial Conversations, Customer Satisfaction, Customer Service Improvement, Customer Service Management, Customer Support, Data Analysis, Follow up Calls, Help Desk Services, Inquiry Handling, Installation Support, IT Service Desk, Order Processing, Preventive Maintenance, Product Sales Training, Quote to Cash, Radio Engineering, Radios, Remote Training, Report Preparation, Sales Data Management, Service Excellence, Technical Advice, Technical Problem Resolution, Technical Support {+ 2 more}
**Preferred Skills: **
Current Employees apply HERE
Current Contingent Workers apply HERE
**Search Firm Representatives Please Read Carefully ** Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
**Employee Status: **
Project Temps (Fixed Term)
Relocation:
VISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Hybrid
Shift:
Valid Driving License:
Hazardous Material(s):
Job Posting End Date:
05/21/2026
***A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. **