Supplier Success Professional (Customer Support)
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 an entry‐level/early career, full‐time role. After an initial four‐week in‐office training, the position is hybrid with three days in the Newcastle office and two remote days. Candidates must currently live within commuting distance of Newcastle. Pay rate: $28.12‐$28.64 AUD/hour (DOE). This role requires full working rights in Australia without sponsorship; proof must be provided during the final stage of selection.
Essential Duties & Responsibilities
* Provide professional support to all Avetta customers.
* Research, clarify and resolve customer issues, offering solutions and alternatives focused on customer experience.
* Interact directly with Avetta customers via 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 by phone and email.
* Analyse and report product malfunctions (e.g., by testing scenarios or impersonating users).
* Update internal databases with information about technical issues and useful customer discussions.
* Escalate customer complaints and seek additional assistance where needed.
* Share feature requests and effective workarounds with team members.
* Educate customers about new featuresეს and functionalities.
* Gather customer feedback and share it with Product, Sales, and Marketing teams.
* Communicate and coordinate with internal departments.
* Work as a team and contribute positively to Avetta's culture.
* levantamento \"Performs other duties as assigned\".
* May be required to attend training, meetings, or seminars.
* Conска contribute and report toward 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 and ability to think two steps ahead.
* PC knowledge; Windows and related applications preferred (IT industry experience a plus).
* Affinity for learning online software systems.
* Interpersonal skills.
* Problem analysis and problem‐solving abilities.
* Attention to detail and accuracy.
* Adaptability.
* Self‐motivated.
* Stress/tolerance and patience.
* Ability to learn and apply new information or skills.
Metrics That Matter
* Customer Satisfaction (CSAT) Survey Scores.
* Number of calls, chats and cases as defined by the department.
* Quality Scores.
* Adherence & Productivity.
* Regular and Predictive Attendance.
Seniority Level
Entry level
Employment type
Full‐time
Job function
Management and Manufacturing
Industries: Newspaper Publishing
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