Construction Expert | Wunderbuild | Remote — Australia
Tired of being on the tools but still love the building industry?
We do not want typical information technology support people. We want someone who has lived the life of a builder or tradesperson — someone who knows what a Bill of Quantities is, understands the pressure of a variation, and can talk to a site manager in their own language.
About the Role
You will be the bridge between our technology and the builders who use it every day. You will provide fast, empathetic, and expert technical support, ensuring our clients feel understood and supported as they transition their businesses into the digital age.
Customer satisfaction, speedy issue resolution, and deep product expertise are the cornerstones of this position. You will be the first point of contact for our clients — the person who turns frustration into confidence and confusion into clarity.
Key Responsibilities
Technical Assistance and User Support
Delivering outstanding technical support is the heart of this role. Your day-to-day responsibilities will include:
* Responding promptly to client support enquiries submitted via phone, email, and live chat, ensuring all requests are acknowledged and triaged within agreed response timeframes.
* Diagnosing and resolving software issues by walking clients step-by-step through troubleshooting processes, using your construction industry knowledge to understand the context of each problem.
* Providing clear, plain-language guidance on how to configure and use Wunderbuild features — including estimating, scheduling, variations, invoicing, and on-site safety tools — in a way that makes sense to builders, not just technology professionals.
* Logging, tracking, and following up on all support tickets through to full resolution, ensuring no client is left without an answer or a pathway forward.
* Replicating reported issues in a test environment to confirm software defects and documenting findings clearly for escalation to the Product and Development teams.
* Escalating complex or unresolved technical issues to the appropriate internal teams, while keeping the client informed throughout the process so they never feel forgotten.
* Maintaining a thorough knowledge of the Wunderbuild platform, including all new feature releases and product updates, so that you can provide accurate and up-to-date guidance at all times.
* Contributing to and maintaining the internal knowledge base and client-facing help documentation, including how-to guides, video walkthroughs, and frequently asked question articles.
* Monitoring support trends and flagging recurring issues to the Product team to inform ongoing improvements to the platform.
* Conducting proactive outreach to clients who may be underutilising the platform, offering guidance to help them get greater value from the software.
Problem Solving and Product Collaboration
* Partnering closely with the Product and Development teams to translate real-world builder feedback and support insights into actionable improvements and new software features.
* Participating in internal product testing and quality assurance to identify issues before they reach clients.
* Serving as the voice of the client in internal discussions, advocating for usability improvements that reflect the realities of working in the construction industry.
Client Education and Onboarding
* Delivering practical, role-based training to new and existing clients, empowering them to utilise the full capabilities of the Wunderbuild platform to scale their businesses.
* Running onboarding sessions for new users, ensuring they are set up for success from day one and have a positive first experience with the platform.
* Creating and presenting webinars, tutorial resources, and training materials tailored to the workflows of residential builders and trades.
What We Are Looking For
* Industry Fluency — You have a background in the construction trades — carpentry, electrical, plumbing, site management, or similar — and deeply understand residential building workflows, documentation, and on-site pressures.
* Product Expertise and Technical Aptitude — You are the person on site who is always trying new applications, troubleshooting the tablet, or looking for a better way to manage the paperwork. You love technology and how it makes work easier, and you are motivated to become the resident expert on the Wunderbuild platform.
* Customer-First Mindset — You are passionate about delivering exceptional service. You take pride in resolving issues thoroughly and efficiently, and you measure your success by the satisfaction of the builders you support.
* Empathy and Communication — You listen first and understand the builder's pain points before jumping to solutions. You communicate clearly and without unnecessary jargon, making even complex technical concepts easy to understand.
* Commitment to Speedy Resolution — You have a strong sense of urgency and follow-through. You do not let issues sit in a queue — you take ownership and drive problems through to resolution as quickly as possible.
* Adaptability — You thrive in fast-paced environments and are ready to learn and grow as the platform evolves. You handle shifting priorities with a positive attitude.
Requirements and Experience
* Proven experience in a construction trade or construction management role.
* Demonstrated experience using construction management software, or a high level of digital literacy and comfort with learning new technology platforms.
* A learning-driven attitude — you are excited to master the Wunderbuild platform and teach others to do the same.
* Experience in a client-facing role is highly regarded, even if that means dealing with homeowners, subcontractors, or suppliers in a construction context.
* Excellent written and verbal communication skills, with the ability to adapt your communication style to suit a range of clients.
* Strong attention to detail and the ability to document technical issues clearly and concisely.
Job summary
* If you an experienced tradesperson who loves technology and how it can help the residential building community, trade the hammer for a headset.
Pay and Terms
* Full time, ongoing role
* Work from home
* Superb environment to learn, work and thrive
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