This is not a typical customer service role.
You won’t be answering basic enquiries or following a script. You’ll be managing incoming queries for our software development and structural design teams, and making sure they are properly understood, directed, and resolved.
This role is about thinking, triaging, and taking ownership.
What you’ll be doing
* Managing inbound email inboxes for design and software-related queries
* Reviewing each enquiry and working out what information is actually needed
* Using internal knowledge bases to resolve or redirect queries where appropriate
* Requesting additional information where required before passing queries on
* Allocating queries to the correct internal team
* Tracking each query through to resolution
* Ensuring responses are delivered within agreed timeframes (SLAs)
* Following up with internal teams where required
* Escalating issues when timeframes are not being met
* Communicating clearly with both internal teams and the person who raised the query
This role doesn’t stop at assigning a task. You are responsible for making sure it gets done properly.
About you
* You are organised and detail-focused
* You can read a request and quickly identify what’s missing or unclear
* You are comfortable working with technical or semi-technical information
* You take ownership and follow things through to completion
* You are confident communicating with both technical teams and non-technical stakeholders
* You are comfortable following up and holding people accountable when required
Experience in any of the following will be highly regarded:
* Software or technical support
* Construction or building industry
* Roles involving coordination across multiple teams
Strong computer skills are essential.
The type of person this suits
* Someone who enjoys solving problems, not just responding to emails
* Someone who naturally takes responsibility rather than passing things on
* Someone who is comfortable following up and pushing for outcomes when needed
What we offer
* School hours: 9:00 am – 3:00 pm, Monday to Friday
* Stable, ongoing part-time role
* Supportive and practical team environment
* Opportunity to work closely with technical teams and develop your skillset
Steelx is a growing Australian business with a strong focus on systems, design, and continuous improvement. This role is a key part of keeping those teams running effectively.
Apply with your resume and a short note outlining why this role suits you.