Product Support Specialist (6-Month FTC)

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 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.