Customer Support Technician

The REDARC Group are looking for passionate and reliable individuals to join our team in permanent Customer Support Technician position, based in Mulgrave, VIC. REDARC is a global business that has over 45 years' experience in advanced electronic design, manufacturing, and supply of high-quality solutions for defence, automotive, marine, medical, mining, and industrial industries. 

We foster a culture of personal initiative, teamwork and responsibility for outcomes and have a dynamic, talented team who respect and support each other and have a passion for what they do. We are committed to developing our people and encourage employees to undertake training, including formal study. 

About The Role
REDARC is seeking a Customer Support Technician to deliver technical support to our customers across our market-leading range of 12V, towing, and automotive power solutions.

In this role, you will manage customer interactions via phone and email, providing advanced troubleshooting, product guidance, and technical advice to ensure every customer receives an exceptional experience. You'll also contribute to case documentation and knowledge base improvements to help drive continuous improvement across the team.

If you're a technically minded support professional who thrives on solving complex problems and delivering outstanding customer service, we'd love to hear from you.

As a Tier 2 agent, your responsibilities will include:

• Provide technical support to customers via phone and email, assisting customers with troubleshooting, product diagnostics, and installation guidance across the REDARC product range.
• Manage and resolve technical support cases, ensuring timely and accurate outcomes.
• Liaise with internal teams to resolve product issues and share technical insights that drive continuous improvement.
• Maintain thorough case documentation and contribute to knowledge base development.
• Support warranty assessments and provide recommendations on product suitability for specific applications.
• Mentor and assist Tier 1 support staff with technical queries where required.

What makes you perfect for the role:

Essential:

• Minimum two years' experience in a technical customer support or helpdesk role.
• Strong knowledge of electronics, 12V automotive electrical systems, or similar technical field.
• Ability to troubleshoot complex issues and communicate solutions clearly to a range of audiences.
• Proficient with MS Office and CRM/helpdesk software.
• Highly organised, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• A collaborative team player who can also work independently with minimal supervision.

Desirable:

• Hands-on experience with 12V installations and diagnostics, such as dual battery setups, DC-DC chargers, or similar automotive electrical systems.
• Exposure to trade shows, field support, or customer training environments.
• Experience mentoring or supporting junior team members in a technical setting.
• Prior experience in customer support or service role - preferably front-line.

What REDARC offers:

• REDvantage app & benefits package with discounts & cashback from hundreds of major supermarkets and retailers across Australia and NZ.
• Option to be involved with our community programmes, charities, environmental initiatives and REDARC Connect.
• Annual awards, service awards and others.
• Access to Employee Assistance Program, Health & Wellbeing programs including prizes for participation in health challenges programs, paid sessions at physio providers.
• Gym membership subsidy
• On-site occupational health nurse
• Free flu shots & blood pressure monitoring.
• First aid and CPR training where required.
• Annual employee surveys.
• Quarterly company lunches, fortnightly fresh fruits, Christmas party and so much more.

Location
This role is fully based on site at Mulgrave, VIC. While ongoing work-from-home arrangements are not offered, flexibility may be supported on an ad-hoc basis where operationally appropriate.

REDARC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any protected attribute. We encourage all qualified individuals to apply and join us in fostering a workplace that values every voice. We believe that diversity enhances our creativity, drives innovation, and strengthens our community.