Job description

SUMMARY

The Supplier Success Professional (Customer Support) will assist in developing and maintaining a world-class prequalification system for contractors, suppliers and vendors by being the first point of contact for all Avetta customers.

This position is an entry level/early career role and is full time.

After the initial 4 weeks of training in office, this is a hybrid role in our Newcastle office with 3 days working in office and 2 days working remotely. Only qualified candidates who currently reside within commutable distance of Newcastle will be considered at this time.

Pay rate: $26.05-27.67 AUD/hour DOE

Please note: This role requires full working rights in Australia, without current or future sponsorship. Proof of this is required to be produced during the final stages of the selection process.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provide professional support to all Avetta customers
Ability to research, clarify and resolve every issue providing solutions and or/alternatives for the desired outcome with focus on customer experience
Interact directly with Avetta customers through telephone, email and chat
Prioritize and resolve customer needs
Accurately verify details on regulatory documents
Record details of interactions in Service Cloud (SFDC)
Provide necessary outbound follow-up, both via phone and email
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Escalate customer complaints and seek reach out options to provide additional assistance
Share feature requests and effective workarounds with team members
Educate customers about new features and functionalities
Gather customer feedback and share with our Product, Sales and Marketing teams
Communicate and coordinate with internal departments
Work as a team and be a positive addition to Avetta’s culture
Performs other duties as assigned
May be required to attend training, meetings, or seminars
Contribute and report towards the team KPIS and objectives
Assist in training junior Customer Support Representatives

MINIMUM QUALIFICATIONS:

Experience as a Customer Support Specialist or similar CS role
Excellent communication skill – both written and orally
Ability to Active listen and think 2 steps ahead
Working PC knowledge, windows preferred and related applications (IT industry is an advantage)
An affinity for learning online software systems
Interpersonal skills
Problem analysis and problem-solving
Attention to detail and accuracy
Adaptability
Self-Motivated
Stress/Patience tolerance
Ability to learn and apply new information or skills