Product Support Consultant

Cutcher & Neale Accounting and Financial Services; North Sydney Council; On-site; AUD 70,000 - 90,000; Full time

Job summary

Cutcher & Neale is seeking a Product Support Consultant to empower customers to maximise their technology solutions across our Business Systems team. You will troubleshoot issues, respond to enquiries and build strong relationships while collaborating with internal teams to improve product functionality.

The role supports multiple bases including Brisbane, Sydney, Newcastle or Melbourne. We welcome a full-time arrangement with a schedule that supports both our team and client needs.

Qualifications

• Passion for delivering exceptional customer service and building client relationships.
• Strong problem-solving and analytical abilities for system issues.
• Clear, practical communication to explain technical concepts.
• Ability to work independently while contributing to a collaborative team.
• Willingness to learn, innovate and improve customer outcomes.
• Advanced Microsoft Office skills and attention to detail.
• Experience with an ERP product; Ostendo exposure is highly regarded.

Responsibilities

• Provide guidance on product functionality and troubleshooting.
• Investigate issues with internal teams to implement effective solutions.
• Escalate complex issues and keep customers informed throughout resolution.
• Build strong customer relationships through proactive communication and support.
• Collaborate with product development to share customer feedback and drive improvements.
• Maintain accurate records of customer interactions, requests and resolutions.
• Develop and maintain product knowledge and stay up to date with industry trends.
• Educate customers through training resources and best-practice advice.

Skills

Customer service

Problem solving

Communication

Independence

Learning mindset

Attention to detail

ERP experience

Tools

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.

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.

Ready to join us?