Customer Support Specialist

3 months ago

Brisbane, Australia Emesent Full time

**Our mission to be bold and impactful**

Join our dynamic team and play a crucial role in showcasing and supporting our cutting-edge technology. Be part of a high-performing team at the forefront of technological innovation.

Are you a student studying Geomatics, Land Surveying, Civil Engineering, Mechatronics, Remote Sensing, or Geography? This hybrid technical and administrative role is perfect for those with a focus on GIS, LiDAR, or drone technology. A background in Geospatial and Engineering Technology will give you a head start. In this role, you'll support customers across industries like Mining, AEC, Oil & Gas, and Geospatial.

**How you'll contribute**

As a key member of our customer support team, you'll bring your exceptional support skills to solve problems and provide unparalleled service. You'll be the bridge between our customers and the cutting-edge solutions we offer, working in tandem with our sales, production and engineering teams to ensure a seamless experience.

**Here's what we need**:

- Deliver high-quality technical support and ensure customer service excellence.
- Resolve incidents and issues efficiently and accurately.
- Oversee the hardware returns process, ensuring customers are informed at every step.
- Manage hardware replacements and coordinate equipment loans.
- Create and maintain both internal and customer-facing technical documentation.
- Gather and present customer feedback to sales, engineering, and product teams to drive product enhancements.
- Perform administrative tasks and meticulously record all technical support activities.
- Cultivate lasting relationships with customers, fostering retention and encouraging expansion.

**What It Takes to Succeed**:

- Exceptional customer service skills, with advanced proficiency in both written and oral communication.
- Willingness to work flexible hours, including early mornings or late evenings, to accommodate AMER or EMEA time zones.
- Familiarity with CRM systems such as HubSpot, Jira, or Zendesk.
- Strong analytical, problem-solving, and troubleshooting skills, with a keen eye for detail.
- Ability to excel in a fast-paced environment that values continuous improvement.
- Previous experience in a customer-facing technical support role is desirable.
- A keen interest in drones and/or LiDAR technology is a plus.

**The added perks**:

- Work alongside a friendly and passionate team on cutting edge technology - We know that our success and growth is a result of our motivated and inspiring teams.
- Take up our genuine learning and development opportunities.
- Access to LinkedIn Learning platform.
- Employee Assistance Program.
- Qoctor, online telehealth
- Settle into our great work environment and facilities.
- Work in comfort with a casual dress code.
- Flexible working.
- 1 full day of leave, each year for work anniversaries

**Who are we?**

Emesent is a world-leader in drone autonomy, LiDAR mapping, and data analytics. Our vision is to autonomously map the inaccessible. Founded in 2018, with deep connections to Australia's globally recognised CSIRO, we have established ourselves worldwide with a reputation for delivering high-quality data capture in the mining, infrastructure, survey, and mapping industries. Our team of 100+ roboticists, engineers, and business development experts work side-by-side to deliver revolutionary efficiency, safety, and operational insights to our customers.

Our flagship product, Hovermap, is a smart mobile scanning unit that combines advanced collision avoidance and autonomous flight technologies to map hazardous and GPS-denied environments. Its award-winning technology utilises innovative hardware, advanced algorithms, and machine learning to automate collection and analysis of the physical world. Equally capable above ground or underground, indoors, or out, Hovermap is a complete mobile LiDAR mapping solution. Hovermap is uniquely versatile, it can be backpack, drone, or vehicle-mounted to map challenging, inaccessible areas enabling our customers to gain insights that were not possible before.

**Why Emesent?**

At Emesent, you will have the opportunity to work on ground-breaking technology that is shaping the future. We offer a dynamic and collaborative work environment, competitive compensation, and opportunities for professional growth. Join us in our mission to push the boundaries of robotics and digitisation to help humanity explore further and understand more.

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