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Customer Support Specialist - Team Lead Job Opening In Christchurch – Now Hiring Network For Learning (N4L)


Job description

Overview
Recruitment Partner at Network for Learning (N4L)
About Us
We are a crown owned technology company that provides faster, safer internet for Aotearoa New Zealand's schools and kura, with an aim to improve digital learning experiences and educational outcomes for all.
Since 2012 we have grown to support over 2,500 schools, operating one of the largest broadband networks in Aotearoa New Zealand, meeting the connectivity and cybersecurity needs of 900,000+ akonga and kaiako and accounting for nearly 25% of the country's daytime business internet traffic.
We're building tomorrow, together!
We believe in an inclusive approach that fosters collaboration with partners, customers, and each other for mutual success.
About the role
Help a great team deliver brilliant support to schools and kura across Aotearoa.
We're looking for a passionate people leader to lead and grow our dynamic Christchurch team of Customer Support Specialists, lift their capability, and ensure our customers feel looked after every day.
This is a leadership role first.
You will lead, coach and manage the team (including hiring, training and development, and daily operational routines), act as the senior technical mentor, and step in on complex issues or major incidents when it helps the team and customers.
You will be a key manager in our Christchurch office and an active member of the local leadership group, setting a positive tone and ensuring the office hums and connects people across teams and vendors.
Responsibilities
Lead, coach and grow a high-performing support team and create a positive, inclusive culture.
Own service quality, watch key metrics, protect SLAs, share simple, useful reports, and help with PIRs.
Be the escalation point for P1/P2 incidents—set roles and timelines, keep stakeholders updated, and close the loop.
Improve how we work.
Strengthen ticketing hygiene, and knowledge practices, establish effective triage and partner to improve ITSM/phone/CRM processes.
Help the team adopt new tools and services with clear training and communication.
Collaborate with key stakeholders across the business including Engineering team leads as well as vendors/LFCs when needed.
Lead Health, Safety & Wellbeing by integrating HS&W into routines, managing fatigue during incidents, and role-modelling safe practices.
Qualifications
Leadership experience in technical support/ICT ops/service delivery or customer success/customer-facing roles (min of 2 years with ITIL Foundation).
5+ years' proven experience in technical leadership or Customer Success, with a track record of hiring, coaching and performance management.
Experience in running day-to-day operations across in-office/remote/hybrid.
Clear, calm communication and great judgement under pressure.
Incident-savvy: you know how to run a tidy P1/P2: prioritise, communicate, and recover service.
Technical foundations in networking (routing/switching/Wi-Fi) and troubleshooting.
Palo Alto, Fortinet, Ruckus, Allied Telesis, and Cisco are a plus.
Knowledge of AD/Azure AD/Radius and email security (e.g., Proofpoint) is helpful.
Comfortable with modern support tools (ITSM/ticketing, CRM, IVR and remote support) and experienced producing clear service reporting.
Why work for N4L
If you're passionate about technology and want to use your skills to make a positive impact on education, have a look at what makes us great: /
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
Computer and Network Security
Telephone Call Centers
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Unlock Your Customer Support Potential: Insight & Career Growth Guide


Real-time Customer Support Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Customer Support in Christchurch, New Zealand, highlighting market share and opportunities for professionals in Customer Support roles.

5873 Jobs in New Zealand
5873
370 Jobs in Christchurch
370
Download Customer Support Jobs Trends in Christchurch and New Zealand

Are You Looking for Customer Support Specialist Team Lead Job?

Great news! is currently hiring and seeking a Customer Support Specialist Team Lead to join their team. Feel free to download the job details.

Wait no longer! Are you also interested in exploring similar jobs? Search now: .

The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Network For Learning (N4L) adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying New Zealand laws and regulations

What Is the Average Salary Range for Customer Support Specialist Team Lead Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Christchurch. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

What Are the Key Qualifications for Customer Support Specialist Team Lead?

Key qualifications for Customer Support Specialist Team Lead typically include Other General and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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To improve your chances of getting hired for Customer Support Specialist Team Lead, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

Interview Tips for Customer Support Specialist Team Lead Job Success

Network For Learning (N4L) interview tips for Customer Support Specialist   Team Lead

Here are some tips to help you prepare for and ace your Customer Support Specialist Team Lead job interview:

Before the Interview:

Research: Learn about the Network For Learning (N4L)'s mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

Follow Up: Send a thank-you email to the interviewer within 24 hours.

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Be Yourself: Let your personality shine through while maintaining professionalism.

Be Honest: Don't exaggerate your skills or experience.

Be Positive: Focus on your strengths and accomplishments.

Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Customer Support Specialist Team Lead interview at Network For Learning (N4L), research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Network For Learning (N4L)'s products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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