Product Support Consultant

Cutcher & Neale Accounting and Financial Services; Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

Cutcher & Neale Accounting and Financial Services in Melbourne seeks a Product Support Consultant to help customers maximise their Ostendo ERP and related business systems. You will deliver practical guidance, troubleshoot issues and build strong relationships to improve outcomes.

Join a collaborative team, contribute to product knowledge, document interactions, and support user education through training resources. The role is full-time across multiple cities with flexible scheduling.

Qualifications

• Passion for delivering exceptional customer service.
• Strong problem-solving skills to resolve system and process issues.
• Excellent communication to explain technical concepts clearly.
• Ability to work independently while contributing to a team.
• Desire to learn, innovate and improve customer outcomes.
• Advanced MS Office skills and attention to detail.

Responsibilities

• Deliver outstanding customer support by responding to enquiries and guiding product usage.
• Analyse and investigate issues, coordinating with internal teams for solutions.
• Escalate complex issues as needed and keep customers informed during resolution.
• Build strong relationships through proactive communication and support.
• Share customer feedback with product development to drive improvements.
• Maintain accurate records of interactions, requests, and resolutions.
• Develop and maintain product knowledge and stay current with updates.

Skills

Customer service

Problem solving

Communication

Independent worker

Learning mindset

Detail-oriented

Tools

Microsoft Office

Ostendo ERP

Job description

About Cutcher & Neale

At Cutcher & Neale we are True Professionals who believe in being Stronger Together by empowering our people to be their best and do their best work. We do this by providing a supportive team environment, ongoing professional and personal development opportunities, and a genuine balance between work and life commitments. Visit our Careers page to see what our team have to say about working at Cutcher & Neale.

Your new opportunity

Join our Business Systems team as a Product Support Consultant and play a key role in helping customers get the most out of their technology solutions.

As a Product Support Consultant, you'll help customers get the most out of their business systems by providing practical support, troubleshooting issues and building strong relationships. You'll be part of a collaborative team that values knowledge sharing, continuous improvement and helping customers succeed.

This role can be based in Brisbane, Sydney, Newcastle or Melbourne. We're looking for someone to join us full-time and are open to working with the right candidate to agree on a schedule that supports both our team and client needs.

What You’ll Do

• Deliver outstanding customer support by responding to enquiries and providing guidance on product functionality, usage and troubleshooting.
• Analyse and investigate issues, working with internal teams to identify and implement effective solutions.
• Escalate complex issues when required and keep customers informed throughout the resolution process.
• Build strong customer relationships through proactive communication and support.
• Collaborate with product development and internal teams to share customer feedback and contribute to product improvements.
• Maintain accurate records of customer interactions, support requests and resolutions.
• Develop and maintain comprehensive product knowledge and stay up to date with industry trends and product enhancements.
• Support customer education through training, resources and best‑practice advice.

What You’ll Bring

• A passion for delivering exceptional customer service and building strong client relationships.
• Strong problem‑solving skills and the ability to analyse and resolve system and process‑related issues.
• Excellent communication skills and the ability to explain technical concepts in a clear and practical way.
• Initiative to work independently while contributing positively to a collaborative team environment.
• A desire to learn, innovate and identify opportunities to improve customer outcomes.
• Advanced Microsoft Office skills and strong attention to detail.
• Experience working with an ERP product, with exposure to Ostendo highly regarded.