Customer Success Specialist

**Our Mission to be Bold and Impactful**
- **Join our dynamic team as a Customer Success Specialist and play a crucial role in showcasing our state-of-the-art technology.**:

- **This is a golden opportunity to be part of a vibrant and high-performing team within a company that's at the forefront of technological innovation.**

**How you contribute**
- As a key member of our customer success 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 and engineering teams to ensure a seamless experience.
- If you're passionate about technology, thrive on solving challenges, and excel in a customer-focused role, we want to hear from you.

**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.

**How you'll 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**:

- Get a competitive remuneration package including superannuation.
- Participate in our employee share option scheme (Equity).
- 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.
- Settle into our great work environment and facilities.
- Chill out and enjoy our loaded kitchen facilities with games, snacks, drinks, fresh fruit and coffee machine provided..
- Take advantage of our office location in Milton - Enjoy the bustling cafes and tasty food options available.
- Work in comfort with a casual dress code.
- Utilise our secure bike storage and shower facilities offered on-site.

**Who Are We?**
- Emesent has built a reputation as the key leader in automating data collection in challenging environments. Our award-winning technology, Hovermap, utilises innovative hardware, advanced algorithms and machine learning to automate collection and analysis of the physical world. Customers are able to acquire data in GPS-denied environments gaining insights that were not possible before. Our rapidly growing customer base are in the fields of mining, infrastructure and survey & mapping.
- Starting from a humble vision in Brisbane, Australia, with deep connections to Australia's globally recognised CSIRO, Emesent has made an emerging name for itself across the Globe and is successfully becoming a world leader in this unique industry of autonomous technology
- At Emesent we pride ourselves on the way our people operate, we embrace diversity and equal opportunity, and are committed to building a team that represents a variety of backgrounds.
- Our global talents are a cut above the rest who are at the top of their game, thriving in a collaborative environment. The work culture here is inclusive with the perfect balance of delivering results and pushing the boundaries all whilst having a little fun