About The Company
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.
About The Role
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.
DUTIES
Respond to technical enquiries across phone, email and CRM
Troubleshoot product and installation issues and identify practical solutions
Recommend the right products based on individual customer and project needs
Guide customers and dealers through product selection, installation and operation
Investigate product performance concerns and support warranty enquiries
Coordinate replacement parts, repairs and corrective actions when required
Manage technical cases from initial enquiry right through to resolution
Identify recurring issues and contribute ideas to improve the customer experience
SKILLS & EXPERIENCE
Experience in technical support,



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