Business NSW is the State's peak pro-business organisation. For nearly 200 years, we have been an authoritative voice in the public arena, challenging governments and decision-makers to create the economic conditions that enable businesses to grow and drive our State forward.

Based in the Sydney head office and reporting into the Product Team Leader within our Membership team, Business NSW are seeking a proactive and detail-oriented

Product Support Coordinator

to support and enhance this portfolio on a

6 month fixed term Mat leave cover . The product portfolio teams supports businesses to streamline their processes with a host of HR products and Cyber Awareness training.

About the Role

The Product Support Coordinator ensures efficient, timely product support for internal and external users while contributing to product maintenance, system integrity and continuous improvement initiatives.

This is a hands-on, customer-centric role suited to someone who enjoys troubleshooting, improving systems and working across multiple teams in a B2B product setting.

Key Responsibilities

Develop a strong understanding of the

My Business product roadmap

Project manage the

Workplace product template review and update process , engaging internal and external stakeholders

Create, review and update Workplace document templates

Respond to support requests via tickets, email, chat and phone

Troubleshoot and resolve client and internal issues (site access, system issues, training, escalations)

Monitor and communicate issue status to stakeholders

Support product maintenance, setup, issue analysis and documentation

Execute UAT and user experience testing for new products and enhancements

Conduct data audits and maintain data integrity across CRM and product platforms

Identify product bugs and enhancement opportunities

Gather insights from clients and internal stakeholders to inform product improvements





Support the development and maintenance of product knowledge centres, FAQs and tutorials

Collaborate with Membership, Marketing, ICT, Finance and other teams to support the product portfolio

About You

You are process-driven, curious and solution-focused, with a strong customer support mindset. You enjoy understanding how systems work and finding ways to improve them.

Exposure to or interest in intelligent document automation platforms such as

SmartIQ (Intelledox), Nintex, K2, DocuSign Gen, or Adobe AEM Forms

Foundational knowledge or curiosity about

Microsoft Dynamics 365 (CRM concepts, data structures, workflows)

Strong troubleshooting and root cause analysis skills

Excellent time management and ability to manage multiple priorities

High attention to detail and commitment to task completion

Ability to work both autonomously and collaboratively

Why Join Business NSW?

Be part of a respected organisation with nearly 200 years of impact

Work within a dynamic B2B product environment

Great Benefits including 22 days paid leave including birthday leave, retail discounts + More

Contribute to products that directly support NSW businesses

For nearly 200 years, we've stood alongside businesses across New South Wales - evolving with the times, while staying true to our mission: to advocate for the issues that matter most to you. As we continue this journey as Business NSW, our commitment to supporting businesses of every size remains stronger than ever. Through bold advocacy, practical support, and a powerful network, we're here to help you thrive in a changing world.

For nearly 200 years, we've stood alongside businesses across New South Wales - evolving with the times, while staying true to our mission: to advocate for the issues that matter most to you. As we continue this journey as Business NSW, our commitment to supporting businesses of every size remains stronger than ever. Through bold advocacy, practical support, and a powerful network, we're here to help you thrive in a changing world.

📌 Product Support Coordinator (Sydney)
🏢 Business NSW
📍 Sydney