At a Glance
- Tasks: Provide top-notch technical support and solve customer issues with a hands-on approach.
- Company: Join a dynamic team in Dandenong South focused on customer service excellence.
- Benefits: Full-time role with opportunities for growth, collaboration, and skill development.
- Other info: Be part of a supportive team that values your ideas and contributions.
- Why this job: Make a real impact by improving processes and enhancing customer experiences.
- Qualifications: Strong technical knowledge and excellent communication skills are essential.
The predicted salary is between 56700 - 69300 $ per year.
We are seeking an experienced and solutions-focused Technical Support to join our team in Dandenong South.
This is a hands-on role suited to someone with strong technical knowledge, excellent problem-solving skills and a genuine commitment to customer service.
You will be responsible for providing technical support, resolving issues, managing warranty matters and supporting customers and internal teams through to successful outcomes.
You will play an important role in maintaining high technical and service standards while contributing to ongoing improvements across the business.
About the Role
As Technical Support, you will be a key point of contact for technical enquiries and escalations.
You will provide expert assistance to customers and internal teams, diagnose and troubleshoot issues, coordinate service requirements and ensure matters are resolved efficiently and professionally.
You will work closely with various internal departments to ensure strong communication, efficient processes and a positive customer experience.
Key Responsibilities
- Provide frontline technical support to customers via phone and email, identifying issues and providing practical and effective solutions.
- Diagnose, troubleshoot and resolve complex technical issues.
- Provide technical guidance and support to internal teams where required.
- Manage warranty claims from initial assessment through to resolution.
- Coordinate service appointments, including arranging on-site technician visits and following up installation or service-related issues.
- Manage complex customer concerns and escalations, ensuring issues are handled promptly and resolved to a high standard.
- Work closely with internal departments to ensure effective communication and a positive customer journey.
- Identify recurring technical issues and opportunities to improve processes, systems and service delivery.
- Contribute to continuous improvement initiatives that improve operational efficiency and customer outcomes.
- Monitor performance against established KPIs and contribute to achieving key business objectives.
- Maintain accurate records and ensure technical and warranty matters are appropriately documented.
- Stay up to date with relevant products, equipment, technical developments and industry practices.
- Undertake other reasonable duties as directed by the Direct Manager.
About You
We are looking for someone who can combine strong technical capability with excellent communication and customer service skills.
You will ideally have
- Previous experience in a technical support, service, troubleshooting or technical management role.
- Strong technical knowledge and the ability to understand and diagnose equipment or system-related issues.
- Experience troubleshooting technical problems and identifying practical solutions.
- Strong customer service and relationship management skills.
- Excellent verbal and written communication skills.
- The ability to remain calm and professional when managing complex or escalated customer concerns.
- Strong organisational skills and the ability to manage multiple issues and priorities at the same time.
- A proactive approach to problem-solving, with the ability to take ownership of an issue from start to finish.
- The ability to work collaboratively across multiple departments.
- Good computer skills and the ability to accurately maintain records and use business systems.
- A willingness to continuously learn and develop technical and industry knowledge.
What We Offer
- A full-time position based in Dandenong South.
- An opportunity to take ownership of an important technical function within the business.
- A varied role combining technical problem-solving, customer service and operational improvement.
- A supportive and collaborative team environment.
- The opportunity to contribute ideas and make a genuine impact on processes and customer outcomes.
- Ongoing opportunity to develop your technical and leadership capabilities.
Technical Support in Dandenong employer: Summertime Pools
At Summertime Pools, we pride ourselves on being a leading fibreglass swimming pool manufacturer and installer, located in the vibrant community of Bendigo. Our work culture is built on passion and collaboration, offering employees the chance to grow within a rapidly expanding organisation that values innovation and quality. With a commitment to diversity and inclusion, we provide meaningful opportunities for professional development while ensuring a supportive environment where every team member can thrive.
