Customer Service (Product Support) - Inbound Customer Service

Active Recruitment; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Active Recruitment is seeking a Product Support Specialist to join an innovative consumer electronics organisation focused on outdoor technology. The role centers on after-sales support, helping customers get the most from their gear, guiding setup, troubleshooting and explaining features.

You’ll engage with customers via phone, email and other channels, resolve issues, escalate when needed and stay up to date with new products and capabilities to improve service.

Qualifications

• Experience in consumer electronics support.
• Excellent communication skills.
• Interest in outdoor activities and products.
• Ability to explain features clearly to customers.
• Willingness to learn and grow product knowledge.

Responsibilities

• Provide after-sales product support to customers.
• Respond to inquiries via phone, email and other channels.
• Assist with product setup, functionality and troubleshooting.
• Explain features and settings to customers.
• Investigate issues and identify practical solutions.
• Manage warranty and product-related inquiries.
• Escalate complex technical issues as needed.
• Follow up with customers to ensure issues are resolved.
• Develop understanding of the product range and stay updated on new products.

Skills

Customer service

Troubleshooting

Communication

Problem solving

Job description

Love the outdoors? Turn your passion into your career. We are looking to recruit a Product Support Specialist for our client, an innovative consumer electronics organisation developing products that combine technology, performance and the outdoor lifestyle.

Are you someone who enjoys hiking, camping, trail running, travelling or exploring the outdoors? Do you have a genuine interest in technology and enjoy helping people get the most from their products?

This could be the perfect opportunity to combine your passion for the outdoors with your customer service and technical support skills.

About the Role

This role is focused on providing after-sales product support to customers who have already purchased and use the company's products.

You’ll be helping customers get the most from their products, whether that's answering questions, assisting with setup, troubleshooting an issue or explaining features and functionality.

Your responsibilities will include:

• Providing friendly and knowledgeable after-sales product support
• Responding to customer enquiries via phone, email and other support channels
• Assisting customers with product setup, functionality and troubleshooting
• Guiding customers through features, settings and technical solutions
• Investigating product issues and identifying practical solutions
• Managing warranty and product-related enquiries where required
• Escalating more complex technical issues to the appropriate teams
• Following up with customers to ensure their issues are resolved
• Developing a strong understanding of the product range and keeping up to date with new products, features and technology
• Sharing customer feedback and identifying common product or support issues

About You

We’re looking for someone who genuinely loves the outdoors and is excited by technology.

You may be a passionate hiker, camper, trail runner, cyclist, traveller, 4WD enthusiast or outdoor adventurer who enjoys trying new gear and technology.

You’ll ideally have:

• A genuine passion for outdoor activities and adventure
• An interest in consumer electronics, technology and connected products
• Excellent customer service and communication skills
• Strong problem-solving and troubleshooting abilities
• The ability to explain technical information in a simple and friendly way
• Patience and empathy when helping customers resolve issues
• A willingness to learn and develop your product knowledge
• Strong attention to detail and organisational skills
• A positive, solutions-focused approach

You don't need to be a technical expert from day one. What's important is that you're comfortable with technology, curious, willing to learn and genuinely enjoy helping people.

If you're the person your friends turn to when they can't work out how to use their gear, need help troubleshooting a device or want to get more from their outdoor technology, we'd love to hear from you.

Combine your passion for the outdoors with your passion for technology. Join an innovative organisation where you'll be helping customers get the most from products designed for people who love explore, adventure and go further.