Customer Support Agent

2 weeks ago

Melbourne, Victoria, Australia REDARC ELECTRONICS PTY LTD Full time $50,000 - $80,000 per year

The REDARC Group are looking for passionate and reliable individuals to join our team in the Customer Support Agent position, based in Mulgrave, VIC.

REDARC is a global business that has over 45 years' experience in advanced electronic design, manufacturing, and supply of high-quality solutions for defence, automotive, marine, medical, mining, and industrial industries.

We foster a culture of personal initiative, teamwork and responsibility for outcomes and have a dynamic, talented team who respect and support each other and have a passion for what they do. We are committed to developing our people and encourage employees to undertake training, including formal study.

Your responsibilities will include:

  • Provide support to customers via phone and email.
  • Provide general advice on: Standard product installations, product suitability for specific applications, product functionality and specifications and basic troubleshooting steps.
  • Recommend qualified installers or repairers where applicable.
  • Handle general enquiries, including positive feedback and compliments.
  • Support warranty claims, sales orders, and reception duties when required.
  • Assist customers with navigating REDARC's website and resolving site usage issues.
  • Log, track, and update support cases using internal systems (e.g., CRM or helpdesk software).
  • Escalate complex technical issues to Tier 2 Customer Support Technicians when necessary.
  • Contribute to the continuous improvement of customer experience by sharing insights and feedback.
  • Document all interactions and case resolutions in the support system (e.g., Zendesk, IFS).
  • Obtain customer feedback and escalate customer complaints/issues.

Required:

  • Professional personal presentation, being the "face of REDARC".
  • Exceptional communication skills, both written and verbal, and in the telephone etiquette.
  • Strong organisational skills, self-motivated with attention to detail
  • Ability to multi-task and prioritise tasks to meet deadlines in a fast-paced environment.
  • Team player willing to assist in all areas of the business.

What REDARC offers:

  • REDvantage app & benefits package with discounts & cashback from hundreds of major supermarkets and retailers across Australia and NZ.
  • Option to be involved with our community programmes, charities, environmental initiatives and REDARC Connect.
  • Annual awards, service awards and others.
  • Access to Employee Assistance Program, Health & Wellbeing programs including prizes for participation in health challenges programs, paid sessions at physio providers.
  • Gym membership subsidy.
  • Free flu shots & blood pressure monitoring.
  • Annual employee surveys.
  • Team events – for example: go-karting, bowling, etc.
  • Quarterly company lunches, fortnightly fresh fruits, Christmas party and so much more.

If you would like to be part of the REDARC team, submit your resume via SEEK.

REDARC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any protected attribute. We encourage all qualified individuals to apply and join us in fostering a workplace that values every voice. We believe that diversity enhances our creativity, drives innovation, and strengthens our community.

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