Customer Support Specialist

12 hours ago

Brisbane, Queensland, Australia Emesent Pty Ltd Full time
{"Unlock Your Potential

As a Customer Support Specialist at Emesent, you will play a vital role in delivering exceptional technical support and ensuring customer service excellence. Your exceptional support skills will enable you to solve problems and provide unparalleled service to our customers, working in tandem with our sales and engineering teams to ensure a seamless experience.

Key Responsibilities
  • 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.

Requirements
  • 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.

What We Offer
  • A competitive remuneration package + superannuation.
  • Opportunities to work alongside a friendly and passionate team on cutting-edge technology.
  • Take up our genuine learning and development opportunities.
  • Settle into our great work environment and facilities.
  • Work in comfort with a casual dress code.
  • 1 full day of leave, each year for work anniversaries

About Us
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.

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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