SUMMARY
The Supplier Success Qualified (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.**
**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
- Prioritize and resolve customer needs
- Accurately verify details on regulatory documents
- Record details of interactions in Service Cloud (SFDC)
- 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
- 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
METRICS THAT MATTER:
- Customer Satisfaction (CSAT) Survey Scores
- Number of calls, chats and cases as defined by department
- Quality Scores
- Adherence & Productivity
- Regular and Predictive Attendance