Senior Client Support Agent

4 weeks ago

Wollongong, New South Wales, Australia Randstad Australia Full time

Our Client

Our client is a leading Software as a Service (SaaS) provider in the aviation industry, specializing in Remotely Piloted Aircraft (Drones) and Aerodrome operations. This is a fantastic opportunity to be part of Australia's top aviation compliance and risk management software company that offers innovative solutions tailored to meet the unique needs of their clients. It is an Australian owned and operated company with a dynamic and innovative board of directors revolutionizing various aviation sectors.

The Candidate

We are currently seeking a Senior Customer Support Agent to join their Wollongong CBD head office team. The ideal candidate will provide exceptional customer service in a complex regulatory setting and collaborate closely with the development team and other colleagues.

The Role

Based in Wollongong, you will play a crucial role in a tight-knit team, reporting directly to the Customer Support Manager. Your duties will involve handling incoming calls, focusing on new client onboarding, and serving as the initial point of contact for technical support and training.

Duties and responsibilities include but are not limited to:

  • Acting as the primary contact via the support ticketing system, live website chat, phone, and email to ensure timely and informative responses.
  • Managing competing priorities with attention to detail.
  • Utilizing a dynamic Kanban and CRM system to complete tasks promptly and ensure the highest customer satisfaction levels.
  • Overseeing the customer renewal process, subscriptions, invoicing, and reminders.
  • Evaluating and implementing new client data into applications.
  • Testing new development items following company guidelines.

Your Skills & Experience

We are looking for a proactive team player with a desire to learn and grow.

Essential:

  • 2+ years of experience in customer service or administration.
  • Strong communication skills.
  • Ability to meet KPIs.
  • Attention to detail and multitasking capabilities.
  • Self-motivated with a positive attitude.
  • Proficient in Microsoft Office applications.

Preferred:

  • Background in aviation.
  • Tertiary Education completion.
  • Experience in a SaaS environment.

What's on Offer

  • Comprehensive training and mentoring.
  • Career advancement and educational opportunities.
  • Positive and supportive work environment.
  • Work with cutting-edge equipment.
  • Access to company incentives (e.g., Drones, Cameras, Hardware).
  • Annual interstate trips.
  • Relocation assistance: Up to $5k for the right candidate.

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