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Technical Support Specialist

2 months ago

Canterburybankstown Council, Australia DuluxGroup Full time
About the Role

We are seeking a highly skilled and customer-focused Technical Support Consultant to join our team at Dulux Group. As a Technical Support Consultant, you will play a critical role in providing top-tier technical support to our customers, ensuring they have a seamless experience with our products.

Key Responsibilities
  • Manage high-volume inbound phone calls within agreed Service Level Agreements (SLAs)
  • Provide technical support across all business channels for our 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
Benefits
  • Opportunities to work flexibly at all stages of your career
  • Enjoy comprehensive, holistic health and wellbeing support, including our Wellbeing Hub and full Employee Assistance Program (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 Dulux Group products and through our corporate partnerships
Requirements
  • Possessing deep knowledge or a keen eagerness to learn about automatic openers, garage doors, accessories, gates, and Smart apps is critical for success in this role
  • Valued experience in the Garage Door Industry or a related field, demonstrating extensive knowledge of door and opener components, installation, and operation
  • 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