Supporting Technical Excellence

5 days ago

Council of the City of Ryde, Australia beBeeTechnical Full time $90,000 - $120,000
Product Support Specialist

We are seeking a highly skilled Product Support Specialist to join our team. In this role, you will be responsible for overseeing the entire product support lifecycle—from inception to end-of-life.

Your primary focus will be assisting front-line staff in resolving technical issues, escalating concerns to manufacturers as necessary, and ensuring effective knowledge sharing across teams.

  • Provide technical assistance to front-line support staff, ensuring timely issue resolution
  • Escalate complex issues to manufacturers when local solutions are ineffective
  • Develop and maintain a comprehensive knowledge base to enable end-users to self-service
  • Share technical expertise with direct and indirect teams across ANZ
  • Monitor product performance and technician effectiveness to identify areas for improvement
  • Implement and oversee improvement programs to enhance product support and service quality
  • Collaborate with stakeholders to foster communication and drive technical product evaluations
Key Responsibilities:
  • Strong technical background with experience in product support or a related field
  • Excellent problem-solving skills and the ability to manage escalations effectively
  • Strong communication and collaboration skills to work with internal teams and external partners
  • Experience in knowledge management and self-service enablement
  • Proven ability to analyse product and service performance and implement improvements
What We Offer
  • A collaborative team culture where you will be supported and empowered to contribute your ideas and identify opportunities to develop your team and yourself
  • A firm commitment to ethical practices and corporate responsibility
  • An inclusive workplace environment that values diversity and promotes equal opportunities
About Us

We are dedicated to providing high-quality products and services that meet the needs of our customers. Our team is committed to delivering exceptional results and making a positive impact in the community.

We believe in fostering a culture of innovation, collaboration, and continuous learning. If you share our values and are passionate about product support, we would love to hear from you

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