Supplier Success Professional (Customer Support)
Newcastle, New South Wales, Australia
SUMMARY
The Supplier Success Professional (Customer Support) will assist in developing and maintaining a world‐class pre‐qualification system for contractors, suppliers and vendors by being the first point of contact for all Avetta customers.
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: $28.12-28.64 AUD/hour DOE
Start Date: April 13, 2026. 100% attendance during the first 8 weeks of training is required.
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
* Research, clarify and resolve issues, providing solutions and/or alternatives for the desired outcome with a 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 (e.g., by testing different scenarios or impersonating users)
* Update internal databases with information about technical issues and useful discussions with customers
* Escalate customer complaints and seek additional assistance options
* Share feature requests and effective workarounds with team members
* Educate customers about new features and functionalities
* Gather customer feedback and share with Product, Sales and Marketing teams
* Communicate and coordinate with internal departments
* Work as a team and be a positive addition to Avetta's culture
* Perform other duties as assigned
* Attend training, meetings, or seminars as required
* Contribute and report towards the team KPIs and objectives
* Assist in training junior Customer Support Representatives
IDEAL QUALIFICATIONS
* Experience as a Customer Support Specialist or similar CS role
* Excellent written and oral communication skills
* Active listening ability and foresight to think 2 steps ahead
* Working PC knowledge, Windows preferred and related applications; IT industry experience is an advantage
* Affinity for learning online software systems
* Interpersonal skills
* Problem analysis and solving skills
* Attention to detail and accuracy
* Self‐motivated
* Stress/patience tolerance
* Ability to learn and apply new information or skills
METRICS THAT MATTER
* Number of calls, chats and cases as defined by department
* Quality Scores
* Adherence & Productivity
* Regular and Predictive Attendance
EQUAL EMPLOYMENT OPPORTUNITY
As set forth in Avetta, LLC's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.
Protected veteran categories:
* "Disabled veteran" – a veteran of the U.S. military who is entitled to compensation or would be entitled to compensation based on a service‐connected disability.
* "Recently separated veteran" – any veteran during the three‐year period beginning on the date of discharge or release from active duty in the U.S. military.
* "Active duty wartime or campaign badge veteran" – a veteran who served on active duty in the U.S. military during a war or in a campaign for which a campaign badge has been authorized.
* "Armed forces service medal veteran" – a veteran who participated in a U.S. military operation for which an Armed Forces service medal was awarded under Executive Order 12985.
We also comply with federal equal‐employment obligations regarding people with disabilities. We aim to have at least 7% of our workforce comprised of individuals with disabilities. If you have a disability or have ever had one, you may voluntarily disclose this information. Your answer will be confidential and will not influence hiring decisions.
Important Notice: Reports of fraudulent emails impersonating Avetta, LLC have been received. The only valid domain for Avetta is www.avetta.com. If you encounter a suspicious email, please report it to infosec@avetta.com.
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