Customer Support Specialist

1 week ago

Newcastle, New South Wales, Australia Avetta Full time

Job Summary

We are seeking a skilled Customer Support Specialist to join our team at Avetta. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers, resolving issues, and ensuring their satisfaction.

About the Role

This is an entry-level/early career role that requires full-time commitment. After an initial 4-week training period in our Newcastle office, this is a hybrid role that involves working 3 days in the office and 2 days remotely. Only qualified candidates who reside within commutable distance of Newcastle will be considered at this time.

Salary Information

The estimated hourly salary range for this position is $26.05-$27.67 AUD per hour, depending on experience. Please note that this role requires full working rights in Australia, without current or future sponsorship. Proof of eligibility must be provided during the final stages of the selection process.

Key Responsibilities

  • Provide professional support to all Avetta customers, responding to inquiries and resolving issues in a timely and effective manner.
  • Analyze and resolve customer complaints, escalating issues as necessary to ensure customer satisfaction.
  • Interact directly with customers through telephone, email, and chat, prioritizing and resolving their needs efficiently.
  • Prioritize tasks and manage multiple customer interactions simultaneously, maintaining accurate records of interactions in Service Cloud (SFDC).
  • Analyze product malfunctions, identifying solutions and implementing workarounds to minimize downtime.
  • Communicate effectively with internal departments, collaborating to resolve complex customer issues.
  • Work collaboratively as part of a team, contributing to a positive and productive work environment.

Required Skills and Qualifications

  • Experience as a Customer Support Specialist or similar CS role.
  • Excellent communication skills, both written and oral.
  • Ability to actively listen and think critically, analyzing problems to find solutions.
  • Proficiency in PC knowledge, including Windows operating systems and related applications.
  • Affinity for learning online software systems and adapting to new technology.
  • Interpersonal skills, with ability to build strong relationships with customers and colleagues.
  • Problem analysis and problem-solving skills, with attention to detail and accuracy.
  • Adaptability, self-motivation, and stress/patience tolerance.

Metrics That Matter

  • Customer Satisfaction (CSAT) Survey Scores.
  • Number of calls, chats, and cases handled by the department.
  • Quality Scores, indicating high standards of service delivery.
  • Adherence to productivity targets and regular attendance.

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