Customer Support Product Specialist

Pentana Solutions Pty. Ltd., a global company with its HQ situated in Melbourne, specialise in the development and supply of automotive software tailored to dealerships. With over 500 staff in 13 locations around the globe, our products and services extend to over 100 countries with over 50,000 daily users. 

As a company, we recognise our people are our greatest asset. Our core values support our vision and shape our culture. En.R.I.T.C.H - Enjoyment, Respect, Integrity, Trust, Communication and Honesty. All our employees understand and live by these values which leads to our success. 

If you want to join a team who are continually driving toward the future, an exciting opportunity now exists for a Customer Support Product Specialist to join our Operations Department. 

Reporting to the Customer Services Team Leader, your primary focus will be to ensure the development and maintenance of a positive relationship between Pentana Solutions and its customers.  Through acting as an advocate of the customer, effective team management, issue resolution, analysis of customer incidents and proactive customer communication, the incumbent will deliver and demonstrate a superior customer experience. 


Key responsibilities include, but are not limited to;

  • Act as a trusted advisor to the leadership team and work collaboratively with the wider business, addressing ambiguity and ensuring active communication with management on all major issues
  • Provide professional, polite and timely service to all customers, both internal and external, ensuring concerns are actioned in a timely manner and escalated to management when necessary
  • Lead and support the team to meet targets and deliver high quality results.
  • Proactively work with customers to address queries, providing excellent customer service and regular updates
  • Ensure all critical incidents are resolved within deadlines
  • Manage your allocated incident Queue, providing the diagnosis and resolution
  • Determine sources of technical (including performance) issues; troubleshoot, resolve and document such issues
  • Act as an escalation point of contact for BRM’s/ Sales/Consultants
  • Allocate group related service calls (matching service calls) in order of priority to the Technical Support team by working with Product Managers
  • Allocate incidents to the Technical Support team, providing replication steps and required triage process
  • Provide appropriate documentation and training to the Level 2 team so they are able to resolve the issues independently
  • Provide product training internally as necessary
  • Liaise with wider teams and departments where required to drive the incident resolution and meet SLA requirements
  • Register all incidents; record and maintain information via the incident Management System
  • Prepare and present reports to customers as requested
  • Maintain Operational Level Agreements (OLA)




  • VCE, or equivalent 
  • Demonstrated experience in a similar role
  • Demonstrated experience working with targets in a fast-paced environment
  • Competent in Microsoft Office products
  • Pragmatic, with an analytical and critical thinking mindset
  • Strong communication, both written and verbal
  • Excellent attention to detail
  • Strong time management skills
  • Ability to work under pressure and handle multiple projects concurrently.
  • ITIL certification is preferred
  • A background in the automotive industry is highly desirable.


  • Excellent stakeholder management and customer service
  • Articulate, with ability to communicate to different audiences
  • Proactive, self-motivated with the ability to work effectively both, autonomously and within a team
  • Flexible and adaptable 
  • Delivery and results focused


The successful candidate will be rewarded with the opportunity to join a passionate group of highly experienced people in an inclusive local and global team. 

Other benefits include: THRIVE - our holistic wellbeing program and EnRITCHme - our Learning and Development framework, where we aim to create a workplace that inspires continuous personal and professional growth.  Work-life balance, inclusive culture, community and social events, and awards and recognition for your work.  

If you are interested in this position, please click "Apply" and complete our short online application form.


Customer Support Product Specialist


Jobs / Information & Communication Technology

Melbourne VIC

Annually - Full time

8 months ago

Pentana Solutions Pty. Ltd., a global company with its HQ situated in Melbourne, specialise in the development and supply of automotive software tailo