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Customer Support Specialist
2 months ago
We are seeking a highly skilled Customer Support Specialist to join our dynamic team at Emesent Pty Ltd. As a key member of our customer support team, you will play a crucial role in delivering exceptional technical support and ensuring customer service excellence.
Key Responsibilities- Provide high-quality technical support to customers, resolving 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.
- 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.
- A dynamic and collaborative work environment.
- Competitive compensation.
- Opportunities for professional growth and development.
- Access to LinkedIn Learning platform.
- Employee Assistance Program.
- Qoctor, online telehealth.
- Flexible working arrangements.
Emesent is a world-leader in drone autonomy, LiDAR mapping, and data analytics. Our vision is to autonomously map the inaccessible. We offer a range of innovative solutions that are being used commercially for a variety of applications by enterprise customers around the world.
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.
