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



identifying practical and timely solutions.
n
Investigate warranty claims and determine appropriate outcomes in line with company procedures.
n
Coordinate replacement parts, repairs and corrective actions when required.
n
Manage technical support cases from initial enquiry through to resolution, providing regular updates.
n
Liaise with customers, service providers and internal teams to resolve more complex technical matters.
n
Maintain accurate customer, product, investigation and case records within company systems.
n
Prepare technical documentation, reports and customer correspondence as required.
n
Monitor outstanding cases to ensure agreed service levels and response times are achieved.
n
Develop strong knowledge of the company's products, features and applications.
n
Identify recurring product or customer issues and share feedback with relevant teams.
n
Support internal training, knowledge sharing and continuous improvement initiatives.
n
Collaborate with Product, Sales and Operations teams to improve customer and business outcomes.
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About You:
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Experience in technical support, customer service, trade support or product advisory.
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Strong troubleshooting and problem-solving skills.
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Ability to interpret technical information and explain solutions clearly.
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Confident communicating with customers and internal stakeholders.
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Experience using CRM platforms and business systems.
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Strong administration skills and excellent attention to detail.
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Clear and professional verbal and written communication.
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A proactive, practical and customer-focused approach.
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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 (New South Wales)
🏢 lotuspeople.com.au
📍 New South Wales