Technical Support Consultant

6 months ago

Revesby, Australia DuluxGroup Full time

Here’s a rare opportunity to join our Industry Leading Technical Support Team
- Exciting, fast paced and dynamic business where no two days are the same
- A diverse and inclusive workplace culture that values teamwork and innovation

**About the role**

B&D only make products we are proud of, and our Technical Support Team are here to ensure those using our product have all the tools and support on hand to assist with all issues and queries from simple to complex with most enquiries being handled via inbound phone calls.

Our Technical Support Consultants not only handle intricate product queries within the B&D, Automatic Technology, Dominator and Garadoor product portfolio but also offer valuable guidance on installation, repairs, parts, customization, and training. Going beyond guidance, these consultants share on-field observations, identifying trends and issues in product performance while raising concerns through appropriate channels.

To be successful in the B&D Technical Support Team and as a Technical Support Consultant, you need to have a genuine care and empathy for the customer, ability to provide clear, accurate and concise information and be a true brand and product ambassador. This role includes a high volume of calls so a positive helpful attitude is a must.

**Responsibilities**
- Manage high volume inbound phone calls within agreed SLA’s
- Provide top-tier technical support across all business channels for the entire product portfolio
- Convert complaints into positive outcomes through exceptional handling and follow-up
- Ensure advice aligns with specifications and best practices, strictly following product guidelines

**Skills & Experience**
- Valued experience in the Garage Door Industry or a related field, demonstrating extensive knowledge of door and opener components, installation, and operation AND/OR
- A background in consumer electronics will also be viewed favourably
- Previous roles in similar capacities, including field installation, service, or technical sales
- Ability to visualize and engage with customers to resolve scenarios, along with sourcing and referencing technical information for doors and openers
- Provide technical assistance to consumers, customers, and internal staff, adeptly troubleshooting issues and offering practical solutions
- Strong customer focus, teamwork skills, and proficiency in digital tools (Word, Excel, etc.), coupled with meeting daily call requirements and adhering to physical demands.

**Why DuluxGroup?**

As a member of our team, you'll unleash your potential, grow, achieve and thrive with us.

We offer a fast-paced work environment that values collaboration, rewards high-performance, and inspires innovation.

But it's not just about the work - it's also about the people.

At DuluxGroup, we foster a culture of inclusion, diversity, and flexibility. We care about your wellbeing, and we prioritise your safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.

If you're ready to join a compassionate and collaborative workplace, your opportunity starts here.

**Benefits**
- Opportunities to work flexibly at all stages of your career
- Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
- Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
- Give back to the communities in which we live and work, with our “Community Action Day” and other programs
- Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
- 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us.
- Feel truly valued through our employee recognition programs
- Enjoy generous discounts on DuluxGroup products and through our corporate partnerships

**Realising your full potential starts here**

At DuluxGroup, we believe in the power to 'Imagine a better place', and we want you to be a part of it

You'll work with iconic, trusted household brands with a 100+ year history, have the stability of working for a global company and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.

DuluxGroup is made up of six main business areas comprising of 50 well recognised brands, this opportunity sits within our B&D business, an Australian icon. Inventing the roll-A-Door in 1956, we’ve been designing and manufacturing garage doors and openers in Australia - for Australians - ever since. Today we are the market leader of garage door solutions, offering reliable, secure, and beautiful made-to-order doors to perfectly complement every home.

**_ Applicants must have sufficient working rights for this role._**

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