About the role
Radford Software is hiring a Support Analyst 1 to join our Customer Support team. This is a customer-facing technical support role focused on front-line triage, disciplined ticket ownership, clear customer communication, routine customer maintenance, and resolution of common issues using approved procedures and low-risk configuration changes. You will help customers using software that supports operationally critical post-harvest and packhouse workflows.
This is a full-time New Zealand role. We are ideally looking for someone based in Tauranga, or someone who can reliably travel to the Tauranga office to work in person on Mondays and Fridays. The role includes paid on-call availability and shift work during designated peak periods.
About Radfords
Radfords is part of Agility Ag and a leading provider of fresh produce management software. Our suite gives growers, producers, packhouses, and distributors control and visibility from soil to supermarket, integrating with industry-standard equipment and financial systems. Our support team helps customers solve problems quickly, communicate clearly during active issues, maintain confidence during busy seasons, and improve long-term outcomes through strong support discipline and continuous improvement.
What we are looking for
We are looking for someone with strong customer communication, sound judgment, and disciplined follow-through. The right person can triage accurately, resolve repeatable issues, document work clearly, and escalate cleanly when deeper investigation is required. This role suits someone who is dependable under pressure, learns technical systems quickly, and wants to build a career in application support.
Key responsibilities
Serve as the first point of contact for customer issues submitted through the support portal, email, phone, scheduled calls, or other approved channels.
Complete initial triage by confirming the correct environment, classification, priority, affected users, and whether enough information exists to begin work.
Troubleshoot and resolve common workflow, configuration, and user-interface issues using approved playbooks, knowledge articles, scripts, and low-risk reversible changes.
Use approved validation methods, including SQL where authorised, to confirm data, test assumptions, and support troubleshooting.
Complete standard customer maintenance tasks, including account-detail updates and user-account administration, within approved procedures.
Keep customers informed with clear expectation-setting and timely updates while work is in progress.
Document activity in the ticket with clear internal notes, customer-facing summaries, and clean closure detail.
Escalate unresolved issues to Tier 2, Professional Services, or Development with a complete and usable problem summary, supporting evidence, and troubleshooting record.
Contribute to knowledge improvement by identifying repeat issues and improving procedural documentation.
Maintain accurate helpdesk records and support adherence to agreed service levels, customer communication standards, and customer-satisfaction measures.
Participate in in-office, paid on-call, and peak-season shift coverage as rostered.
What success looks like
Fast, accurate ticket triage, disciplined ticket hygiene, and reliable ownership of incoming work.
Calm, professional customer communication, clear documentation, and clean escalation packages.
Reliable resolution of common issues without avoidable rework and a steady contribution to queue-health measures.
Qualifications
Ability to learn new programs, processes, and industry context quickly, and to ask questions when needed.
Strong written communication, customer expectation-setting, and customer-service skills, including composure and empathy.
SQL Server experience, including running approved queries, updates, and an understanding of relational databases.
Demonstrated structured problem-solving and critical thinking when troubleshooting technical issues.
Ability to work effectively in a fast-paced, collaborative team environment and independently when required.
Strong attention to detail, prioritisation, and time management across multiple tickets and tasks.
Ability to stay organised and professional during higher-volume seasonal periods and rostered coverage.
Preferred (Not Required) experience
Experience in customer-facing technical support, application support, or software troubleshooting.
Familiarity with the fresh-fruit industry, or another operational agriculture environment.
Understanding of software applications, databases, and networking concepts.
Experience using helpdesk tools such as Jira, HubSpot, or Azure DevOps.
Experience using a knowledge base, or a willingness to learn and improve support documentation.
Location
We are ideally seeking a Tauranga-based candidate. Candidates who live outside Tauranga must be able to reliably travel to the Tauranga office to work in person on Mondays and Fridays.
Benefits
Paid on-call availability during designated peak periods.
Professional development and a clear growth path into higher support tiers over time.
Stable, meaningful work supporting customers in the fresh-produce industry.