Overview
At Arventa, we're helping businesses create safer, smarter workplaces with our WHS software. Currently supporting 3000 Australian businesses, we're looking for someone who's passionate about customer success— someone who ensures every customer not only adopts the platform quickly and confidently but continues to experience real value every day.
This is a great opportunity to join a leading provider of Risk Management Software and be at the forefront of innovation in the industry.
The key to your success will be your ability to build strong relationships at all levels, combined with a high degree of self-motivation, commitment, and initiative.
Responsibilities
* Respond to and resolve support tickets within defined SLA timeframes, maintaining strong individual performance standards.
* Take full ownership of customer issues from initial contact through to final resolution, including proactive coordination of escalated matters.
* Conduct structured root cause analysis for complex or repeat incidents and document findings accurately within the support system.
* Engage directly with clients via phone for escalated or time-sensitive issues, providing clear, proactive updates throughout the ticket lifecycle.
* Manage personal ticket backlog effectively to prevent SLA breaches and ensure timely resolution of all assigned cases.
* Maintain accurate documentation, time reporting, and compliance with internal quality assurance and performance standards, while contributing to continuous improvement initiatives.
Qualifications
* Minimum 3 years in application or technical support in a B2B SaaS environment
* Comfortable using platforms like HubSpot, Zendesk, Zoho or Salesforce to manage relationships and document interactions
* Able to translate complex technical concepts into simple, understandable explanations—both in writing and over the phone
* Troubleshooting, asking the right questions, and getting to the root of an issue
* A genuine interest in technology and a strong, logical problem-solving approach
Pre-employment checks
* Undergo a pre-employment National Police Check.
* Supply copies of all educational qualifications
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