Job Description
A Technical Implementation Specialist role combines technical support with hands-on technical onboarding. You’ll help new and existing customers get set up correctly, go live smoothly, and stay supported after launch. The focus is on reducing friction, resolving issues quickly, and ensuring customers feel confident using the solution. This position provides front-line technical assistance and onboarding to customers and partners.
Key Responsibilities:
1) Technical Support
Provide front-line technical support to Australian, New Zealand and Asia customers via phone, email, ticketing portal, and approved channels.
Troubleshoot and resolve issues related to software, hardware, connectivity, configuration, and user access.
Log, categorise, prioritise, and manage incidents and requests through to closure, with clear notes and timely customer updates.
Escalate complex or high-impact issues to second-line support or Engineering with strong documentation (steps taken, expected vs actual behaviour, screenshots/logs where relevant).
Coordinate with Customer Success, Operations, and Product to reduce repeat issues and improve service quality.
Assist customers with diagnosis and component repairs on an as needed basis – speaks to repair orders
Meet and exceed established KPI’s as outlined by department leadership – accountability
2) Technical Onboarding and Implementation Support
Gather technical requirements from customers and confirm site and system readiness for implementation.
Configure products and services to customer specifications (including templates, user roles/permissions, device settings, and other setup needs).
Support integration and connectivity steps as required, working with internal teams and customer IT contacts when applicable.
Perform testing and quality checks to confirm configuration is accurate and ready for go-live.
Own onboarding tasks through to completion, keeping stakeholders aligned on timelines, dependencies, and risks.
3) Training, Documentation, and Enablement
Deliver onboarding sessions and technical walkthroughs (virtual and/or onsite where required).
Create and maintain clear internal documentation and customer-friendly guides to support onboarding and self-service.
Provide post go-live support to ensure adoption, troubleshoot early-life issues, and reinforce best practices.
Identify recurring onboarding friction points and recommend improvements to processes, training, and product/feature usability.
4) Customer Experience and Stakeholder Communication
Set expectations with customers on next steps, timeframes, and responsibilities.
Communicate clearly and professionally, especially when managing escalations or time-sensitive incidents.
Build strong working relationships across teams and act as a practical voice of the customer for technical onboarding and support.
5) Operations Support and Field Services
Support regional operations by picking, packing and shipping hardware for customers, installers and partners.
Coordinate with Operations to ensure orders are accurate, dispatched on time and tracked through delivery.
Provide on site support at storage facilities when needed, including assisting with pilots, installations, training and issue resolution.
Assist the Director of Australia and New Zealand with ad hoc operational needs, such as scheduling, vendor coordination, basic reporting and follow up on action items.
6) Compliance, Privacy, and Safety
Handle customer data in line with company policies and applicable Australian privacy requirements.
Follow information security procedures, access controls, and secure data-handling practices.
Comply with Work Health and Safety (WHS) obligations and any site safety requirements when working onsite.
Skills Required
Proven experience in a technical support, IT support, service desk or related technical role, preferably supporting B2B customers.
Experience supporting customers across multiple geographies and time zones is desirable.
A degree or equivalent qualification in a technology-related or business discipline is preferred; relevant professional certifications (e.g. ITIL, CompTIA, Microsoft, Linux) are an advantage.
Strong troubleshooting and analytical skills, with the ability to think critically and remain calm under pressure.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users and document information clearly.
Familiarity with one or more of the following is desirable: PHP, .NET, MySQL, SQL Server, Linux environments, networking fundamentals and web technologies.
Experience using CRM, ticketing and remote support tools.
Ability to manage multiple support cases simultaneously while maintaining accuracy, professionalism and customer focus.
Customer-centred mindset with a commitment to delivering high-quality service and continuous improvement.
Proactive and self-motivated, able to work both independently and collaboratively within a distributed ANZ team.
Willingness to work occasional out-of-hours shifts or participate in an on-call rotation to support critical incidents.
Physical Requirements
Ordinary hours are 38 per week. Reasonable additional hours and an on-call roster may be required from time to time and will be managed and compensated in line with applicable legal requirements and company policy
Regular use of a keyboard to interact with computer systems.
Regular requirement to communicate verbally via phone, video and in-person meetings.
This is largely a desk-based role; however, some filing and handling of documents may be required, which can involve lifting files, opening cabinets and occasional standing or bending.
Occasional travel to customer sites, company offices and industry events may be required.
Reasonable adjustments will be considered to support employees with disabilities in accordance with the Equality Act 2010.
Disclaimer
This job description outlines the principal duties and responsibilities of the role and is provided for guidance. It is not an exhaustive statement of all tasks that may be required. In line with Australian employment law, OpenTech may make reasonable amendments to these duties to meet business or operational needs. Any substantive changes will be subject to appropriate consultation with the employee and, where applicable, confirmed as a formal variation to the contract of employment in writing.
Work Health and Safety
All employees are responsible for taking reasonable care of their own health and safety and that of others, and for complying with company WHS policies, procedures, and any reasonable instruction given in accordance with applicable WHS legislation.
Equal Employment Opportunity
The company is committed to providing equal employment opportunities and a workplace free from unlawful discrimination, harassment, bullying, and victimisation in line with Australian equal opportunity and anti-discrimination laws. Employment decisions are based on merit, business needs, and individual qualifications and performance.
Key Responsibilities:
1) Technical Support
Provide front-line technical support to Australian, New Zealand and Asia customers via phone, email, ticketing portal, and approved channels.
Troubleshoot and resolve issues related to software, hardware, connectivity, configuration, and user access.
Log, categorise, prioritise, and manage incidents and requests through to closure, with clear notes and timely customer updates.
Escalate complex or high-impact issues to second-line support or Engineering with strong documentation (steps taken, expected vs actual behaviour, screenshots/logs where relevant).
Coordinate with Customer Success, Operations, and Product to reduce repeat issues and improve service quality.
Assist customers with diagnosis and component repairs on an as needed basis – speaks to repair orders
Meet and exceed established KPI’s as outlined by department leadership – accountability
2) Technical Onboarding and Implementation Support
Gather technical requirements from customers and confirm site and system readiness for implementation.
Configure products and services to customer specifications (including templates, user roles/permissions, device settings, and other setup needs).
Support integration and connectivity steps as required, working with internal teams and customer IT contacts when applicable.
Perform testing and quality checks to confirm configuration is accurate and ready for go-live.
Own onboarding tasks through to completion, keeping stakeholders aligned on timelines, dependencies, and risks.
3) Training, Documentation, and Enablement
Deliver onboarding sessions and technical walkthroughs (virtual and/or onsite where required).
Create and maintain clear internal documentation and customer-friendly guides to support onboarding and self-service.
Provide post go-live support to ensure adoption, troubleshoot early-life issues, and reinforce best practices.
Identify recurring onboarding friction points and recommend improvements to processes, training, and product/feature usability.
4) Customer Experience and Stakeholder Communication
Set expectations with customers on next steps, timeframes, and responsibilities.
Communicate clearly and professionally, especially when managing escalations or time-sensitive incidents.
Build strong working relationships across teams and act as a practical voice of the customer for technical onboarding and support.
5) Operations Support and Field Services
Support regional operations by picking, packing and shipping hardware for customers, installers and partners.
Coordinate with Operations to ensure orders are accurate, dispatched on time and tracked through delivery.
Provide on site support at storage facilities when needed, including assisting with pilots, installations, training and issue resolution.
Assist the Director of Australia and New Zealand with ad hoc operational needs, such as scheduling, vendor coordination, basic reporting and follow up on action items.
6) Compliance, Privacy, and Safety
Handle customer data in line with company policies and applicable Australian privacy requirements.
Follow information security procedures, access controls, and secure data-handling practices.
Comply with Work Health and Safety (WHS) obligations and any site safety requirements when working onsite.
Skills Required
Proven experience in a technical support, IT support, service desk or related technical role, preferably supporting B2B customers.
Experience supporting customers across multiple geographies and time zones is desirable.
A degree or equivalent qualification in a technology-related or business discipline is preferred; relevant professional certifications (e.g. ITIL, CompTIA, Microsoft, Linux) are an advantage.
Strong troubleshooting and analytical skills, with the ability to think critically and remain calm under pressure.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users and document information clearly.
Familiarity with one or more of the following is desirable: PHP, .NET, MySQL, SQL Server, Linux environments, networking fundamentals and web technologies.
Experience using CRM, ticketing and remote support tools.
Ability to manage multiple support cases simultaneously while maintaining accuracy, professionalism and customer focus.
Customer-centred mindset with a commitment to delivering high-quality service and continuous improvement.
Proactive and self-motivated, able to work both independently and collaboratively within a distributed ANZ team.
Willingness to work occasional out-of-hours shifts or participate in an on-call rotation to support critical incidents.
Physical Requirements
Ordinary hours are 38 per week. Reasonable additional hours and an on-call roster may be required from time to time and will be managed and compensated in line with applicable legal requirements and company policy
Regular use of a keyboard to interact with computer systems.
Regular requirement to communicate verbally via phone, video and in-person meetings.
This is largely a desk-based role; however, some filing and handling of documents may be required, which can involve lifting files, opening cabinets and occasional standing or bending.
Occasional travel to customer sites, company offices and industry events may be required.
Reasonable adjustments will be considered to support employees with disabilities in accordance with the Equality Act 2010.
Disclaimer
This job description outlines the principal duties and responsibilities of the role and is provided for guidance. It is not an exhaustive statement of all tasks that may be required. In line with Australian employment law, OpenTech may make reasonable amendments to these duties to meet business or operational needs. Any substantive changes will be subject to appropriate consultation with the employee and, where applicable, confirmed as a formal variation to the contract of employment in writing.
Work Health and Safety
All employees are responsible for taking reasonable care of their own health and safety and that of others, and for complying with company WHS policies, procedures, and any reasonable instruction given in accordance with applicable WHS legislation.
Equal Employment Opportunity
The company is committed to providing equal employment opportunities and a workplace free from unlawful discrimination, harassment, bullying, and victimisation in line with Australian equal opportunity and anti-discrimination laws. Employment decisions are based on merit, business needs, and individual qualifications and performance.
💡 Quick Summary
Seeking a career-building opportunity? The Technical Support & Implementation Specialist position is now open for candidates interested in the Refrigerator & AC Technician Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Refrigerator & AC Technician Jobs is a plus.
