Who we are
Based in Frenchs Forest, Sydney, we are an e-commerce business specialising in drones. We sell a unique multipurpose drone designed for applications including fishing, delivery and camera use.
About the role
We are looking for a Casual Technical Support Assistant to join our team at our head office and showroom in Frenchs Forest.
We are ideally looking for someone available around 3 days per week, 9am to 5pm, with the opportunity to take on additional shifts as required.
Weekend work is an important part of the role, so applicants must be available to work Saturdays and Sundays as required.
Above all, we are looking for someone who enjoys talking to people, solving problems and helping customers.
You do not need to be a drone expert. Strong people skills, problem solving ability, curiosity and a willingness to learn are much more important to us.
This is a hands-on, customer-facing role where you will support customers through our online ticketing system, over the phone and face-to-face in our showroom. As your technical knowledge develops, you will also assist with more advanced troubleshooting, flight log analysis, warranty cases, RMAs and product inspections.
A typical day may include:
- Helping customers troubleshoot product issues via email, phone and in person.
- Explaining product information and solutions in a clear and approachable way.
- Investigating product faults, performance issues, warranty claims and RMAs.
- Reviewing flight log data and communicating findings and next steps.
- Assisting with general customer enquiries.
- Working with the wider team to identify recurring issues and improve support processes.
Must have
- Excellent people skills and a genuine enjoyment of helping customers.
- A confident, personable communication style, both in person and over the phone.
- Strong problem-solving skills and the ability to work through issues logically.
- Clear and professional written and verbal communication skills.
- Patience when assisting customers with different levels of technical experience.
- Good time management and the ability to manage multiple customer cases.
- A proactive, adaptable attitude and willingness to learn.
- Availability to work Saturdays and Sundays as required.
- Full Australian working rights.
Good to have
Not essential, but highly regarded:
- Previous customer service, retail or technical support experience.
- An interest in drones, UAVs, electronics or consumer technology.
- Experience diagnosing technical products or analysing system data.
- Fishing knowledge or experience.
What we offer
- Above award casual remuneration.
- Weekend penalty rates in accordance with the applicable Modern Award.
- Superannuation in addition to your hourly rate.
- Full product and technical training.
- A supportive, collaborative and fast-growing team environment.
- Opportunities to develop your technical knowledge and take on additional responsibilities as the business grows.
We're an ambitious team with strong growth plans for the end of 2026 and start of 2027, and we're looking for someone who wants to grow with us.
Please submit a cover letter. Applicants who apply without one will not be considered.
We would like to hear, in your own words:
- What makes you a good fit for this role?
- Give us an example of a time you helped someone solve a problem.
- How soon can you start?
Don't be discouraged from applying if you don't have drone or technical support experience. If you're great with people, enjoy solving problems and are keen to learn, we'd still like to hear from you!
Pay: $35.00 per hour
Expected hours: No less than 24.0 per week
Work Location: In person
