Customer Support Specialist

About V-DAQ

V-DAQ builds fleet management and telematics systems for Australian transport operators. Our customers are drivers, fleet managers and small business owners. Most of them aren’t tech people, and they don’t want to be. They want their equipment working and their questions answered by someone who is knowledgeable and easy to talk to.

The role

You’ll be the person our customers deal with when they’re setting up new equipment, stuck on something, or just need a straight answer. Some days that means solving a technical problem. Other days it means reassuring a customer who’s having a frustrating morning on the side of a highway. Both matter equally here.

You’ll guide installations over the phone, work through problems until they’re actually fixed, and work directly with our product and engineering teams when a fix needs more than support can do alone. This isn’t a siloed seat in a call centre; you’ll know the people who build the products you support.

You don’t need a background in tech or telematics. We’ll teach you our products, and you’ll have a team around you while you learn. What we can’t teach is the rest: patience, clear writing, and genuine interest in getting someone unstuck.

This role suits you if

• People from any industry describe you as the one who explains things well. If you’re from teaching, hospitality, healthcare, admin coordination, trades support, it all counts.
• You listen first and ask questions before jumping to a solution.
• You like technology as a user. You’re the person friends call when their phone is misbehaving, and you enjoy figuring out new apps and systems.
• You take ownership. When a problem lands with you, it stays with you until it’s resolved, even when the fix involves other people.
• You write clearly and adjust how you explain things depending on who’s listening. A driver on the side of the road and a fleet manager at a desk need different answers.

This role isn’t for you if

• You want a script. There isn’t one. Every customer and problem is a bit different, and you’ll be expected to think.
• You measure your day in call volume. We measure it in problems solved and customers who’d recommend us.
• You see support as a stepping stone to somewhere else. We see it as the core of the business.

What you’ll do

• Guide customers through installation and setup, mostly by phone and email.
• Answer enquiries and stay with each problem through to resolution, keeping the customer informed along the way.
• Work with product and engineering when an issue needs more than a support fix.
• Keep customer records accurate in our CRM (we’ll train you on it).
• Build product knowledge deep enough to explain our systems without jargon.
• Spot patterns in what customers struggle with and help us fix the cause, not just the symptom.

Benefits

• Salary range: $65,000 to $80,000 + super.
• Modern offices in Wollongong close to the beach, with reserved parking and easy access to public transport.
• Real career growth in a company that’s expanding.

How to apply

Apply via Seek with your resume and a short cover letter answering one question:

Tell us about a time you helped someone through a problem they found confusing or stressful. What did you do, and how did it end?

Any industry, any setting. We want to hear how you think and how you write, so keep it in your own words. Generic AI-generated cover letters are easy to spot and won’t be considered.

We’re hiring as soon as we find the right person. Applications are reviewed as they come in.