Product Support Coordinator
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.
You will bring:
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
A continuous improvement mindset
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
If you are a motivated problem-solver who enjoys working with systems, stakeholders and continuous improvement initiatives, we encourage you to apply.