Job Description
About The Company
n
Join a well-established global organisation known for innovative, high-quality products that improve the way people experience their homes and spaces. With a strong Australian presence, they combine the stability of an international brand with a close-knit local culture where collaboration, customer experience and genuine product expertise are highly valued.
n
About The Role
n
Think of this role as the Apple Genius Bar equivalent for the business. You'll become a go-to product expert, helping customers, dealers and installers understand products, troubleshoot issues and find the right solution. It's the perfect blend of customer service and technical problem-solving - ideal for someone curious, practical and genuinely motivated by figuring things out.
n
DUTIES
n
n
Respond to technical enquiries across phone, email and CRM
n
Troubleshoot product and installation issues and identify practical solutions
n
Recommend the right products based on individual customer and project needs
n
Guide customers and dealers through product selection, installation and operation
n
Investigate product performance concerns and support warranty enquiries
n
Coordinate replacement parts, repairs and corrective actions when required
n
Manage technical cases from initial enquiry right through to resolution
n
Identify recurring issues and contribute ideas to improve the customer experience
n
n
SKILLS & EXPERIENCE
n
n




Experience in technical support, customer service, trade support or product advisory
n
A natural problem-solver who enjoys getting to the bottom of an issue
n
Solid troubleshooting skills and confidence working with technical information
n
Ability to turn technical information into simple, easy-to-understand advice
n
Experience working with CRM or similar business systems
n
Strong attention to detail and ability to manage cases through to completion
n
A curious mindset and genuine interest in becoming a product expert
n
n
BENEFITS
n
n
Annual bonus opportunity of up to 10% of base salary
n
Varied role - no two customer problems will be exactly the same
n
Hybrid working model with flexibility built into the culture
n
Supportive, collaborative and low-ego leadership team
n
Extra annual leave day each year
n
Paid parental leave for all genders
n
Employee assistance program including wellbeing and financial support
n
Pet-friendly office environment
n
Regular lunch & learns, recognition initiatives and team events
n
Discounts on premium products
n
Beautiful modern office location close to public transport
n
Long-term growth potential within a stable, internationally backed business
n
n
We are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

📌 Product Support Advisor (New South Wales)
🏢 Lotus People
📍 New South Wales