Product Support Coordinator

Business NSW; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Birthday leave

Staff discounts

Paid leave

Job summary

Business NSW in Sydney is seeking a proactive Product Support Coordinator for a 6-month fixed-term maternity cover. Based at the head office, you will support the My Business product portfolio and collaborate with the Product Team Leader and multiple internal teams.

You will troubleshoot, respond to queries via tickets, email, chat and phone, perform UAT, and contribute to data integrity and documentation across CRM systems.

Qualifications

• Experience delivering product support in a B2B environment.
• Ability to troubleshoot across multiple systems and platforms.
• Familiarity with CRM concepts and data structures.
• Strong documentation and knowledge-centre maintenance.
• Ability to collaborate across multiple internal teams.

Responsibilities

• Develop a strong understanding of the My Business product roadmap.
• Project manage the Workplace product template review and update process.
• Create, review and update Workplace document templates.
• Respond to support requests via tickets, email, chat and phone.
• Troubleshoot and resolve client and internal issues across sites and training.
• Monitor and communicate issue status to stakeholders.
• Support product maintenance, setup, issue analysis and documentation.
• Execute UAT and user experience testing for new products and enhancements.
• Conduct data audits and maintain data integrity across CRM and product platforms.
• Identify product bugs and enhancement opportunities.
• Gather insights from clients and internal stakeholders to inform product improvements.
• Support the development and maintenance of product knowledge centres, FAQs and tutorials.
• Collaborate with Membership, Marketing, ICT, Finance and other teams to support the product portfolio.

Skills

Customer support mindset

Troubleshooting

Cross-team collaboration

Process improvement

B2B product experience

Tools

SmartIQ

Nintex

K2

DocuSign Gen

Adobe AEM Forms

Microsoft Dynamics 365

Job description

Business NSW is the State's peak pro-business organisation. For nearly 200 years, we have been an authoritative voice in the public arena, challenging governments and decision-makers to create the economic conditions that enable businesses to grow and drive our State forward.

Based in the Sydney head office and reporting into the Product Team Leader within our Membership team, Business NSW are seeking a proactive and detail-oriented Product Support Coordinator to support and enhance this portfolio on a 6 month fixed term Mat leave cover. The product portfolio teams supports businesses to streamline their processes with a host of HR products and Cyber Awareness training.

About the Role

The Product Support Coordinator ensures efficient, timely product support for internal and external users while contributing to product maintenance, system integrity and continuous improvement initiatives.

This is a hands-on, customer-centric role suited to someone who enjoys troubleshooting, improving systems and working across multiple teams in a B2B product environment.

Key Responsibilities

• Develop a strong understanding of the My Business product roadmap
• Project manage the Workplace product template review and update process, engaging internal and external stakeholders
• Create, review and update Workplace document templates
• Respond to support requests via tickets, email, chat and phone
• Troubleshoot and resolve client and internal issues (site access, system issues, training, escalations)
• Monitor and communicate issue status to stakeholders
• Support product maintenance, setup, issue analysis and documentation
• Execute UAT and user experience testing for new products and enhancements
• Conduct data audits and maintain data integrity across CRM and product platforms
• Identify product bugs and enhancement opportunities
• Gather insights from clients and internal stakeholders to inform product improvements
• Support the development and maintenance of product knowledge centres, FAQs and tutorials
• Collaborate with Membership, Marketing, ICT, Finance and other teams to support the product portfolio

About You

• You are process-driven, curious and solution-focused, with a strong customer support mindset. You enjoy understanding how systems work and finding ways to improve them.
• Exposure to or interest in intelligent document automation platforms such as SmartIQ (Intelledox), Nintex, K2, DocuSign Gen, or Adobe AEM Forms
• Foundational knowledge or curiosity about Microsoft Dynamics 365 (CRM concepts, data structures, workflows)
• Strong troubleshooting and root cause analysis skills
• Excellent time management and ability to manage multiple priorities
• High attention to detail and commitment to task completion
• Ability to work both autonomously and collaboratively

Why Join Business NSW?

• Be part of a respected organisation with nearly 200 years of impact
• Work within a dynamic B2B product environment
• Great Benefits including 22 days paid leave including birthday leave, retail discounts + More
• Contribute to products that directly support NSW businesses

For nearly 200 years, we've stood alongside businesses across New South Wales - evolving with the times, while staying true to our mission: to advocate for the issues that matter most to you. As we continue this journey as Business NSW, our commitment to supporting businesses of every size remains stronger than ever. Through bold advocacy, practical support, and a powerful network, we're here to help you thrive in a changing world.

For nearly 200 years, we've stood alongside businesses across New South Wales - evolving with the times, while staying true to our mission: to advocate for the issues that matter most to you. As we continue this journey as Business NSW, our commitment to supporting businesses of every size remains stronger than ever. Through bold advocacy, practical support, and a powerful network, we're here to help you thrive in a changing world.