Customer Technical Support

1 week ago

Melbourne, Victoria, Australia Kidde Global Solutions Full time $60,000 - $90,000 per year

Position Tittle:- Customer Technical Support

Location: Notting Hill, VIC

Job Description:-

We are seeking a proactive and technically skilled individual to join our team as a Customer Technical Support specialist. This role is the first line of support for installers, distributors, and large end-users across the Aritech product range. You will be responsible for resolving customer support tickets, diagnosing technical issues, and ensuring a high standard of service delivery.

Key Responsibilities

  • Respond to support calls and log all interactions in
    Zendesk
    .
  • Provide timely updates to customers on ticket progress.
  • Collaborate with Services, Technology, Product Managers, and Engineering teams to resolve issues.
  • Develop and maintain knowledge base articles.
  • Ensure service levels exceed 80% and MFA satisfaction scores remain above 85%.
  • Troubleshoot software and hardware issues, including setup and network configuration.
  • Escalate unresolved issues and follow up to ensure resolution.
  • Prioritize and manage several open issues at one time.
  • Maintain positive client relationships and uphold EH&S and ethical standards.

What We're Looking For :- Professional Experience

  • Minimum 3 years in a call Centre or technical support role.
  • Proven track record of delivering results and solving problems.
  • Experience with Zendesk or similar help desk platforms.

Technical Competencies

  • Strong diagnostic and troubleshooting skills.
  • Familiarity with Windows environments, remote desktop tools, and networking.
  • Experience with access control and intrusion systems is highly desirable.
  • Knowledge of security hardware and bus protocols is a plus.
  • Willingness to learn and test out features of new products.
  • Certifications in Microsoft, Linux, Cisco, or similar technologies are advantageous.

Personal Attributes

  • Empathetic and customer-focused.
  • Self-motivated with strong time management and organizational skills.
  • Professional, proactive, and eager to learn.
  • Excellent communication skills—both written and verbal.

Why Join Us?

You'll be part of a collaborative team that values technical excellence, customer satisfaction, and continuous improvement. This is a great opportunity to grow your career in a supportive environment while making a meaningful impact.

About Kidde Global Solutions:-

Kidde Global Solutions is a U.S.-based multinational leader in fire and life safety, delivering cutting-edge solutions across commercial, industrial, and residential sectors. Backed by Lone Star Funds and headquartered in Florida, Kidde operates globally with a strong presence in Latin America, Asia, and Europe.

With a legacy of trusted brands like Kidde, Edwards, GST, Aritech, Badger, and Gloria, the company offers a full suite of advanced fire detection, suppression, and alarm systems. From high-performance fire extinguishers and fluorine-free foams to integrated fire alarm and control panels, Kidde is the partner of choice for critical industries including oil & gas, healthcare, data centers, and infrastructure.

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