- Respond to technical enquiries from customers, dealers, installers and internal stakeholders via phone, email and CRM.
- Provide accurate product advice and recommendations based on customer and project requirements.
- Assist with product selection, installation guidance and product operation enquiries.
- Troubleshoot technical and product performance issues, identifying practical and timely solutions.
- Investigate warranty claims and determine appropriate outcomes in line with company procedures.
- Coordinate replacement parts, repairs and corrective actions when required.
- Manage technical support cases from initial enquiry through to resolution, providing regular updates.
- Liaise with customers, service providers and internal teams to resolve more complex technical matters.
- Maintain accurate customer, product, investigation and case records within company systems.
- Prepare technical documentation, reports and customer correspondence as required.
- Monitor outstanding cases to ensure agreed service levels and response times are achieved.
- Develop strong knowledge of the company’s products, features and applications.
- Identify recurring product or customer issues and share feedback with relevant teams.
- Support internal training, knowledge sharing and continuous improvement initiatives.
- Collaborate with Product, Sales and Operations teams to improve customer and business outcomes.

Key Responsibilities:

- Respond to technical enquiries from customers, dealers, installers and internal stakeholders via phone, email and CRM.
- Provide accurate product advice and recommendations based on customer and project requirements.
- Assist with product selection, installation guidance and product operation enquiries.
- Troubleshoot technical and product performance issues,



identifying practical and timely solutions.
- Investigate warranty claims and determine appropriate outcomes in line with company procedures.
- Coordinate replacement parts, repairs and corrective actions when required.
- Manage technical support cases from initial enquiry through to resolution, providing regular updates.
- Liaise with customers, service providers and internal teams to resolve more complex technical matters.
- Maintain accurate customer, product, investigation and case records within company systems.
- Prepare technical documentation, reports and customer correspondence as required.
- Monitor outstanding cases to ensure agreed service levels and response times are achieved.
- Develop strong knowledge of the company’s products, features and applications.
- Identify recurring product or customer issues and share feedback with relevant teams.
- Support internal training, knowledge sharing and continuous improvement initiatives.
- Collaborate with Product, Sales and Operations teams to improve customer and business outcomes.

About You:

- Experience in technical support, customer service, trade support or product advisory.
- Strong troubleshooting and problem-solving skills.
- Ability to interpret technical information and explain solutions clearly.
- Confident communicating with customers and internal stakeholders.
- Experience using CRM platforms and business systems.
- Strong administration skills and excellent attention to detail.
- Explicit and professional verbal and written communication.
- A proactive, practical and customer-focused approach.

This is a fantastic opportunity to join a genuinely welcoming and supportive company that truly values its people. You’ll be part of a lovely team with excellent opportunities to learn, develop and grow your career.

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📌 Technical Support Advisor (City of Sydney)
🏢 lotuspeople.com.au
📍 City of Sydney