Technical Support

Summertime Pools; Greater Dandenong; On-site; AUD 60,000 - 85,000; Full time

Job summary

Summertime Pools in Dandenong South seeks an experienced Technical Support professional to join our team. This hands-on role requires strong technical knowledge, problem-solving skills and a customer-first approach to resolve issues and manage warranties.

You will diagnose and troubleshoot, provide guidance to internal teams, coordinate service visits and maintain clear records to ensure a smooth, positive customer journey and ongoing service improvements.

Qualifications

• Experience in technical support, service, troubleshooting or technical management roles.
• Ability to understand and diagnose equipment or system-related issues.
• Experience troubleshooting technical problems and providing practical solutions.

Responsibilities

• Provide frontline technical support to customers via phone and email, identifying issues and delivering effective solutions.
• Diagnose, troubleshoot and resolve complex technical issues.
• Assist with warranty claims from assessment to resolution and coordinate service visits.
• Collaborate with internal departments to ensure clear communication and efficient processes.
• Maintain accurate records of technical and warranty matters and stay updated on products and industry practices.

Skills

Technical knowledge

Problem solving

Customer service

Communication skills

Record keeping

Job description

We are seeking an experienced and solutions-focused Technical Support to join our team in Dandenong South.

This is a hands-on role suited to someone with strong technical knowledge, excellent problem-solving skills and a genuine commitment to customer service. You will be responsible for providing technical support, resolving issues, managing warranty matters and supporting customers and internal teams through to successful outcomes.

You will play an important role in maintaining high technical and service standards while contributing to ongoing improvements across the business.

About the Role

As Technical Support, you will be a key point of contact for technical enquiries and escalations. You will provide expert assistance to customers and internal teams, diagnose and troubleshoot issues, coordinate service requirements and ensure matters are resolved efficiently and professionally.

You will work closely with various internal departments to ensure strong communication, efficient processes and a positive customer experience.

Key Responsibilities

• Provide frontline technical support to customers via phone and email, identifying issues and providing practical and effective solutions.
• Diagnose, troubleshoot and resolve complex technical issues.
• Provide technical guidance and support to internal teams where required.
• Manage warranty claims from initial assessment through to resolution.
• Coordinate service appointments, including arranging on-site technician visits and following up installation or service-related issues.
• Manage complex customer concerns and escalations, ensuring issues are handled promptly and resolved to a high standard.
• Work closely with internal departments to ensure effective communication and a positive customer journey.
• Identify recurring technical issues and opportunities to improve processes, systems and service delivery.
• Contribute to continuous improvement initiatives that improve operational efficiency and customer outcomes.
• Monitor performance against established KPIs and contribute to achieving key business objectives.
• Maintain accurate records and ensure technical and warranty matters are appropriately documented.
• Stay up to date with relevant products, equipment, technical developments and industry practices.
• Undertake other reasonable duties as directed by the Direct Manager.

About You

We are looking for someone who can combine strong technical capability with excellent communication and customer service skills.

You will ideally have:

• Previous experience in a technical support, service, troubleshooting or technical management role.
• Strong technical knowledge and the ability to understand and diagnose equipment or system-related issues.
• Experience troubleshooting technical problems and identifying practical solutions.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills.
• The ability to remain calm and professional when managing complex or escalated customer concerns.
• Strong organisational skills and the ability to manage multiple issues and priorities at the same time.
• A proactive approach to problem-solving, with the ability to take ownership of an issue from start to finish.
• The ability to work collaboratively across multiple departments.
• Good computer skills and the ability to accurately maintain records and use business systems.
• A willingness to continuously learn and develop technical and industry knowledge.

What We Offer

• A full-time position based in Dandenong South.
• An opportunity to take ownership of an important technical function within the business.
• A varied role combining technical problem-solving, customer service and operational improvement.
• A supportive and collaborative team environment.
• The opportunity to contribute ideas and make a genuine impact on processes and customer outcomes.
• Ongoing opportunity to develop your technical and leadership capabilities.