Customer Experience Technical Support

1 week ago

Carrara, Queensland, Australia ABI Interiors Full time $60,000 - $80,000 per year

Are you a tradie looking for a change? Have you been working on-site as a plumber, electrician, or builder and want to use your skills and knowledge in a new and exciting way? If so, we have the job for you

ABI Interiors is a leading supplier of interior fixtures and fittings, and we're looking for a passionate and enthusiastic plumber to join our team in a technical customer support role. We offer competitive benefits and ample growth opportunities in the role as our company expands.

What you will be doing:

  • Email and phone case management of technical inquiries using Salesforce for AU/NZ customers.
  • Problem-solving and diagnosing the cause/effect of product queries through email, phone, and in-person with customers and trades for AU/NZ.
  • Understanding the technical aspects of ABI products and the way these impact a customer's experience with the brand.
  • Assisting our Showroom, Warehouse, Customer Experience, Sales, Trade, and Retail teams with any technical enquiries across AU/NZ/UK.
  • Monitoring stock levels and helping to order spare parts.
  • Assisting management in creating and implementing new internal processes to help improve warranty and technical service.
  • Working on strategies and implementation of projects to enable all markets to troubleshoot and access technical information regarding products, spare parts, and warranties.
  • Providing feedback and diagnostic support for product faults, improvements, and new product ranges for our Research and Development team.
  • Assisting management with building our Authorised Service Provider Program.
  • Maintaining book stack training documentation related to technical product updates.
  • Assisting the Warehouse Customer Experience team with product updates and product training.

About you:

  • Enthusiastic and energetic, with strong electrical, plumbing or onsite building knowledge and experience.
  • Confident ability using computers.
  • Able to problem-solve and diagnose the cause/effect of product issues.
  • Good verbal and written communication skills.
  • Attention to detail and ability to multi-task.
  • Enjoy working autonomously and as part of a large, fun team.

What we can offer you:

  • Work-life balance. Working 38 hours across our operational hours of 7:00am – 5:00pm.
  • A brand-new HQ with an onsite gym and Pilates studio.
  • Daily breakfast when working onsite.
  • Beautiful Café Junie - open onsite at HQ.
  • Opportunity to connect with your team and the wider ABI team through social events, team-building activities, and a collaborative working environment.

If this opportunity feels like the right fit for you, we encourage you to apply with your resume and cover letter, highlighting how you'd contribute to our team and culture.

About ABI Interiors:

ABI Interiors is an Australian family business that was established in 2016 after recognising a gap in the market for high-quality, coloured architectural hardware.

Today, we pride ourselves on supplying a comprehensive range of interior fixtures and fittings that are of an exemplary standard. Our in-house Research and Development team uses cutting-edge technology to actualise simplicity, longevity, and durability as the foundation for our designs.

But our promise of quality extends beyond our product offering. We adopt a holistic approach, meaning we strive to uphold excellence across every touchpoint of the ABI Interiors experience. Guided by quality, trust, innovation, passion, and responsibility, our team all share the same belief and commitment that we can enrich lives by enriching spaces.

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