SUMMARYThe 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.After the initial 4 weeks of training in office, this is a hybrid role in our Sydney or Newcastle office with 3 days working in office and 2 days working remotely.
Only qualified candidates who currently reside within commutable distance of Newcastle or Sydney will be considered at this time.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 chatPrioritize and resolve customer needsAccurately verify details on regulatory documentsRecord details of interactions in Service Cloud (SFDC)Provide necessary outbound follow-up, both via phone and emailAnalyze 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 customersEscalate customer complaints and seek reach out options to provide additional assistanceShare feature requests and effective workarounds with team membersEducate customers about new features and functionalitiesGather customer feedback and share with our Product, Sales and Marketing teamsCommunicate and coordinate with internal departmentsWork as a team and be a positive addition to Avetta's culturePerforms other duties as assignedMay be required to attend training, meetings, or seminarsContribute and report towards the team KPIS and objectivesAssist in training junior Customer Support Representatives MINIMUM QUALIFICATIONS: Experience as a Customer Support Specialist or similar CS roleExcellent communication skill – both written and orallyAbility to Active listen and think 2 steps aheadWorking PC knowledge, windows preferred and related applications (IT industry is an advantage)An affinity for learning online software systemsInterpersonal skillsProblem analysis and problem-solvingAttention to detail and accuracyAdaptabilitySelf-MotivatedStress/Patience toleranceAbility to learn and apply new information or skills METRICS THAT MATTER: Customer Satisfaction (CSAT) Survey ScoresNumber of calls, chats and cases as defined by departmentQuality ScoresAdherence & ProductivityRegular and Predictive Attendance
