Customer Support Consultant

Hammer Technologies Pty Ltd; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible WFH arrangements – we trust你!

LinkedIn Learning access

Career development and planning

Birthday leave

Parental leave

Monthly catered office lunches

Team events

Job summary

HammerTech in Melbourne is looking for a curious, tech-savvy Customer Support Consultant who loves solving problems and helping people. You’ll become an expert on our platform and work closely with Product and Development to resolve issues and improve the customer experience.

This permanent full-time role is hybrid, with two days per week in our Melbourne CBD office. We value clear communication, proactive service, and a collaborative mindset to support our customers effectively.

Qualifications

• Experience in customer service or technical support.
• Ability to explain technical concepts in simple terms.
• Curiosity for technology and eagerness to learn.

Responsibilities

• Be a problem-solver: help customers troubleshoot issues via phone and email.
• Become a product expert and guide customers on using HammerTech effectively.
• Investigate issues, identify root causes and work through solutions.
• Collaborate with Development, Product and Customer Success to resolve issues and gather feedback.
• Improve processes and resources to enhance the support experience.
• Provide guidance and basic product training when needed.

Skills

Customer service

Technical troubleshooting

Communication

Problem solving

Collaboration

Microsoft Office

Tools

Microsoft Office

Job description

Permanent full-time | Hybrid – 2 days/week in our Melbourne CBD office.

Love solving problems, helping people and figuring out how things work? We might have just the role for you.

We're looking for a curious, tech-savvy and people-focused Customer Support Consultant who enjoys tackling tricky challenges, making technology easier for others and delivering a great customer experience.

Who is HammerTech?

At HammerTech, we're on a mission to make construction sites safer, smarter and more efficient.

Founded in 2013, we've grown into a global technology company and one of the construction industry's most trusted safety intelligence platforms. Today, our software is used on over 20,000 construction projects by more than 500 leading contractors, including DPR Construction, Digital Realty, CRB and Shawmut Design and Construction.

Built specifically for the construction industry, our platform helps businesses simplify complex processes, improve efficiency and, most importantly, keep workers safe.

Behind our technology is a team of passionate, collaborative people who are always looking for better ways to do things. Together, we're building safer, smarter, better.

The Opportunity

As a Customer Support Consultant, you'll be one of the go‑to people our customers rely on when they need a hand.

But this isn't just about answering questions or closing tickets. You'll become an expert in our platform, troubleshoot technical challenges and work closely with our Product and Development teams to find solutions and improve the customer experience.

No two days will be quite the same, and there's always something new to learn!

What You'll Be Doing

• Be a problem-solver: Help customers troubleshoot issues and find solutions through phone and email support.
• Become a product expert: Develop a deep understanding of HammerTech's platform and guide customers on how to use it effectively.
• Get to the bottom of things: Investigate technical issues, identify root causes and work through solutions.
• Collaborate across teams: Work closely with our Development, Product and Customer Success teams to resolve issues and share customer feedback.
• Make things better: Identify opportunities to improve processes, customer resources and the overall support experience.
• Help customers succeed: Assist with system configurations, provide guidance and deliver basic product training when needed.

What We're Looking For

We're less interested in whether you've worked in construction before and more interested in how you think, communicate and approach a challenge.

You’ll be a great fit if you:

• Have a natural curiosity for technology and enjoy learning how software works.
• Love solving problems and aren't afraid to dig deeper when the answer isn't immediately obvious.
• Communicate clearly and confidently, with a knack for explaining technical concepts in simple terms.
• Are patient, approachable and genuinely enjoy helping people.
• Can juggle competing priorities, stay organised and work well in a collaborative team.
• Are proactive, adaptable and comfortable navigating web browsers, Microsoft Office and mobile devices.

Experience in customer service, technical support or a software environment would be a bonus, but a great attitude, strong communication skills and a willingness to learn are just as important.

Benefits at HammerTech

You’ll benefit from our balanced work-life culture with perks including:

• Flexible WFH arrangements – we trust you!
• Full LinkedIn Learning access, training budget, professional development and career planning to support your growth and help you make an impact from day one
• Opportunities to grow your career and make an impact quickly
• No mandatory Christmas/New Year shutdown – take annual leave when it suits you
• Work anniversary and quarterly recognition rewards
• Additional paid parental leave
• Birthday leave
• Generous employee referral bonus program
• Team Tune‑Up Workshops
• Monthly catered office lunches
• Regular social events (both virtual and in‑person) and employer‑funded travel
• Annual Town Hall and End‑of‑Year events
• Modern CBD office with a fully stocked kitchen, just a 5‑minute walk from Flinders Street Station
• Onsite modern end‑of‑trip facilities with electric scooter chargers and secure bike racks

Sound like your kind of role?

If you're someone who loves helping people, enjoys a good technical challenge and wants to be part of a company making a meaningful impact, we'd love to meet you.