About Quitsmoking

Quitsmoking is a growing wholesale and retail supplier of vaping and electronic cigarette products, servicing a broad network of business customers, retail partners, and adult consumers across New Zealand. With expanding distribution channels, ordering systems, and customer service operations, the company is committed to providing reliable product supply, responsive support, and efficient digital service solutions.

About the Role

Quitsmoking is seeking an ICT Customer Support Officer to provide technical support, user guidance, and system assistance across the company’s computer systems, e-commerce platforms, POS systems, websites, and business applications. The successful candidate will assist with the deployment, maintenance, and day-to-day operation of technology systems used across the company’s retail, wholesale, and online sales activities.

This role is responsible for diagnosing and resolving technical issues, supporting users with software and hardware enquiries, maintaining system functionality, and helping ensure the efficient operation of digital platforms and business systems. The position plays an important role in supporting both internal staff and customers while contributing to reliable and effective technology services across the business.

 

Key Responsibilities

  • Review technical and operational issues and determine suitable software, hardware, and system solutions to support e-commerce platforms, POS systems, customer accounts, and day-to-day business operations.
  • Respond to enquiries and provide technical support for software, hardware, POS systems, online ordering platforms, customer accounts, and other business applications used across retail and e-commerce operations.
  • Modify system settings, user access, and application configurations to support changing business requirements and improve user experience across retail and online sales platforms.
  • Install, configure, and maintain software applications, system updates, and business tools to support retail, e-commerce, and administrative operations.
  • Assist users in the effective use of POS systems, e-commerce platforms, customer service tools, and technology equipment through training, guidance, and ongoing support.
  • Assist with the setup, configuration, and maintenance of network systems and connected devices to support POS systems, online platforms, and business operations.
  • Support the maintenance, configuration, and ongoing improvement of company websites and online sales platforms to ensure reliable user access and functionality.
  • Troubleshoot, maintain, and arrange the repair or replacement of printers, scanners, POS devices, network equipment, and other peripheral hardware used across retail and business operations.
  • Record, track, and follow up technical support requests to ensure issues are resolved in a timely and efficient manner.
  • Support data security, privacy, and the responsible handling of customer, account, and business information across company systems and digital platforms.
  • Assist with maintaining and updating company websites, inventory systems, CRM platforms, wholesale account systems, and e-commerce applications where required.

 

Requirements

  • Hold a Level 5 or above NZQF Diploma qualification in Information Technology, Computer Systems, Networking, Information Systems, Computer Science, or a related field;
  • OR At least 3 years of relevant experience in ICT support, help desk support, systems support, technical support, or a related role.
  • Experience providing technical support and troubleshooting software, hardware, business systems, or technology-related issues in a customer-facing or business support environment.
  • Strong problem-solving and analytical skills, with the ability to diagnose technical issues and recommend practical solutions.
  • Good understanding of computer hardware, software applications, POS systems, e-commerce platforms, customer account systems, networks, and related technology tools.
  • Excellent communication and interpersonal skills, with the ability to explain technical information clearly to customers, business partners, and staff.
  • Strong customer service mindset, patience, and problem-solving ability.
  • Ability to manage multiple support requests, prioritise tasks effectively, and maintain accurate records of technical issues and resolutions.
  • Good attention to detail and ability to maintain accurate support records.
  • Understanding of data privacy, information security, and responsible handling of customer and business information.
  • Experience supporting retail, wholesale, e-commerce, or customer service-related technology systems will be advantageous.

 

Location： Auckland

Employment: Full-time, Permanent

Hours: 30 - 40 hours per week

 

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