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Careers with SnapComms

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About us

SnapComms is an award winning innovative company starting small, growing big with no sign of stopping. Our vision is to make internal communication with employees a breeze in medium to large sized organizations. We are passionate about providing the best solution to our customers by thinking about the future and listening to their feedback.

SnapComms also future proofs staff by providing opportunities to grow through upskilling at courses and programs. Our environment promotes improvement and forward thinking in all areas so why not be forward thinking with our employees!

We're made up of dedicated directors, dynamic developers, superstar sales people, terrific testers, passionate product experts, a tremendous tech support team, and a magnificent marketing team.

 

No Unicorns here

Here at SnapComms we believe happy people mean happy customers. We have consciously made the decision not to take Venture Capital funding. We believe that our people and customers are our priorities and should never take second-place to profit. We love the fact that we are creating new jobs and helping people find work they love. SnapComms is an organically grown business from customer revenues. We only grow if customers love us and that's the way it should be.

With over 1 million enterprise users in over 40 countries plus double growth year-on-year tells us we are doing okay (but we are always trying to do better - if you think you have what it takes to help us grow, send through your CV and a bit about the skills you can bring to SnapComms at Jobs@SnapComms.com

SnapComms Perks

 

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Location location location

Located in Central Takapuna, Auckland, SnapComms is conveniently 5 minutes walk from the beach and shops making lunchtime a real break!

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Our own espresso machine

For the coffee fiends.

SnapComms gets fresh coffee beans delivered to the office fortnightly so there's always a fresh supply.

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Sunny private deck

Outdoor seating on our deck where we grow chilies and jalapenos or sit to eat lunch.

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Modern offices

Open plan office promotes our awesome team environment.

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BBQs

Monthly themed staff BBQs for an end of week pick-me-up.

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Pets welcome

Pet visits from Kim's guide dog in training and the directors' kitten.

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You deserve to relax

And you can with our monthly Massages thanks to EnergizeNZ.

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Flexible hours

Flexible work, work from home, come in early or late leave early or late.

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 Feeling fruity?

Fresh Fruit Delivered to the office twice a week.

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Casual dress-code

Not just on Fridays.

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Birthday perks

SnapComms likes to celebrate birthdays with cake for morning tea on your Birthday.

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Free parking 

Carparks supplied, because parking isn't cheap.

Want a glimpse of life at SnapComms? Check out our Facebook page to get the latest updates from SnapComms HQ

 

 

 

Current Vacancies

Customer Success Team Lead

DevOps Engineer

Customer Support Representative

 

Customer Success Team Lead

 

SnapComms is an employee communications software company that helps organizations communicate more effectively with their employees. The software is used by communications, IT, HR, security and other business functions and enables organizations to cut through information overload and communicate effectively with employees.
Strong success has led to the growth of our customer support function and its evolution towards a customer success model which aims to ensure that our product meets and exceeds customers’ expectations, that the service and support they receive is second to none, and that we engage proactively with our customers to ensure an ongoing and mutually beneficial relationship.
We are looking for a Customer Success Team Lead to lead our customer support team and work with the Head of Customer Support to continuously improve customer support, customer success and customer engagement…if you are a technically-minded, customer-centric, have experience with customer success and/or customer engagement models and are looking for a new challenge, then this might just be the perfect role for you

 

 

Responsibilities 


  • Leading a team of customer support representatives

  • Customer success processes

  • Ongoing account management within the customer lifecycle

  • Improving and evolving the customer support function; driving service excellence and customer orientation

  • Increasing customer satisfaction and retention by delivering high standards of proactive support and building high-value relationships

  • People management activities

  • Developing and enhancing the performance and effectiveness customer support team

  • Maintain high levels of customer engagement and satisfaction

 

Knowledge and experience


  • IT degree or similar

  • 5+ years’ experience in a technical customer support role

  • 1+ years’ experience leading a customer support team

  • Strong experience and success supporting software or high-tech product

  • Experience using customer support systems

  • Knowledge of MS Server, Active Directory, SQL Server, .NET, IIS, ASP.NET

 

Skills and abilities


  • Exceptional communication skills

  • Ability to work autonomously and/or as part of a multidisciplinary team

  • Willing to work in a shift-based 24x7 roster

  • Strong customer focus and service-orientation

  • Resourceful: able to self-research

  • Passion for learning and moving with new technology

  • Ability to be both technical-minded and solutions-focused

 

Benefits


    • SnapComms is a successful software company in its 8th year. Steady growth and solid leadership has seen us doubling revenues and increasing employee numbers year-on-year

    • Multi-award winning company (for categories in growth, innovation and export)

    • Down-to-earth, friendly and fun work environment

    • A company with a strong culture and values, where individual and team efforts are recognised and celebrated 

 

 

 If you are interested in applying for this role please send a cover letter and your C.V. to jobs@snapcomms.com  

 

 

DevOps Engineer

 

SnapComms is an employee communications software company that helps organizations communicate more effectively with their employees. The software is used by communications, IT, HR, security and other business functions and enables organizations to cut through information overload and communicate effectively with employees.

We are an exciting and award-winning company (ICT Exporter of the Year; Deloitte Fast 50 winner; Excellence in Exporting; Excellence in Innovation) in growth. We are now seeking an accomplished and highly self-motivated DevOps Engineer to work with our development, QA, and IT teams to ensure stability and efficiency within our software development pipeline. In return we offer a friendly and flexible work environment and the satisfaction of being instrumental in delivering an established top-shelf product to hundreds of thousands of users worldwide.

 

Core duties and responsibilities 

 

  • Developing custom code to automate development deployments and provisioning

  • Responsible for the build and packaging of software

  • Responsible for providing a stable software development environment, including delivery and release management

  • Maintaining all build environments in a fast paced, agile, development setting

  • Becoming a knowledge expert in the building, packaging and deployment of software

  • Facilitating scheduled builds for release to multiple Development and Testing, Production and DR environments

  • Collaborating, assisting and advising across multi-functional teams on distributed source control, build automation and software deployment

  • Maintaining operations thorough documentation, support ticket resolution and cross-team coordinating efforts

  • Assist in integrating test automation into the pipeline stages
  • Provide on-demand test environments based on desired build versions
  • Actively monitoring the build infrastructure
  • Continuously looking to improve the monitoring, build and release infrastructure and processes
  • Producing and maintaining high quality operational and system documentation
  • Creating and maintaining databases, environments, and tools supporting build, packaging, development and release activities

 

 

The qualifications and skills required to be successful in this role are

 

    • Strong knowledge of one or more programming or scripting languages such as C#, PowerShell, Ruby, Python

    • Experience providing SaaS from both IaaS and PaaS environments such as Microsoft Azure

    • Strong knowledge of version control systems such as Subversion and Git

    • The ability to work under pressure and the flexibility to switch priorities as required

    • Experience with working in an agile development team

    • The ability to manage your own workload, with responsibility and ownership for delivery, behaviours and quality

    • Excellent written and oral communications skills

 

If you are interested in applying for this role please send a cover letter and your C.V. to jobs@snapcomms.com 

 

 

Customer Support Representative

 

SnapComms is an employee communications software company that helps organizations communicate more effectively with their employees. The software is used by communications, IT, HR, security and other business functions and enables organizations to cut through information overload and communicate effectively with employees.

We are an exciting and award-winning company (ICT Exporter of the Year; Deloitte Fast 50 winner; Excellence in Exporting; Excellence in Innovation),  looking for a talented and experienced Customer Support Representative to join our dedicated Customer Experience team in Takapuna.

 

Core duties and responsibilities 

 

    • Providing first and second level technical and operational support to customers in the installation, operation and maintenance of the SnapComms software products

    • Troubleshooting and resolving customer issues via the support portal, email, phone and remote-screen sharing

    • Supporting the sales team by providing pre-sales technical support as required
    • Supporting the account management team by providing customers with technical and product trainin
    • Working with the support developers and software development team to hand over faults that need a permanent resolution involving coding or updates to the software
    • Maintaining an operational and functional product knowledge of the SnapComms application
    • Maintaining a working knowledge of the technical aspects of the SnapComms application with focus on installation, server and client operations and management
    • Assisting in creating documentation relating to support and other aspects of the SnapComms application including maintaining the internal support knowledge base

 

 

The qualifications and skills required to be successful in this role are

 

  • Ability and willingness to work in a shift-based, 24/7 roster (detailed below)

  • Demonstrated experience in customer-facing support roles

  • Excellent written, spoken and listening communication skills
  • Ability to work autonomously and/or as part of a multidisciplinary team
  • On Call duties will be required
  • Ability to demonstrate strong customer service and troubleshooting skills
  • Ability to self-research and find answers to problems dynamically, supporting customers with varied technologies and different requirements
  • Proven use of customer support ticketing systems and processes
  • Passion for learning and moving with new technology
  • Flexible communication (between technical and non-technical audiences)
  • Dedication and commitment to tasks
  • A technical tertiary degree (computer science, electrical engineering, mathematics) would be a bonus
  • Knowledge of MS Server, Active Directory, SQL Server, .NET, IIS, ASP.NET
  • Full driver’s licence is necessary due to shifts

 

 

 

 

Rotational shift structure

Four team members work a rotational roster of four shifts (day, evening, night and morning) to support our global customers within their business house and cover SLAs.

Day shift

9am – 5pm, Tuesday

9am – 5pm, Wednesday

9am – 5pm, Thursday

9am – 5pm, Friday

1pm Saturday – 8pm Tuesday – on call duties, urgent process and shift cover as required

 

Evening shift

8:30pm – 3:30am, Monday

8:30pm – 3:30am, Tuesday

8:30pm – 3:30am, Wednesday

8:30pm – 3:30am, Thursday

8:30pm – 3:30am, Friday

 

Night shift

10:30pm – 6:30am, Monday

10:30pm – 6:30am, Tuesday

10:30pm – 6:30am, Wednesday

10:30pm – 6:30am, Thursday

10:30pm – 6:30am, Friday

 

Morning shift

5:00am – 1:00am, Tuesday

5:00am – 1:00pm, Wednesday

5:00am – 1:00pm, Thursday

5:00am – 1:00pm, Friday

5:00am – 1:00pm, Saturday

 

If you are interested in applying for this role please send a cover letter and your C.V. to jobs@snapcomms.com