Supplier Success Professional (Customer Support)



Customer Service
Sydney, NSW, Australia
Posted on Tuesday, July 2, 2024


The Supplier Success Professional (Customer Support) will assist in developing and maintaining a world-class prequalification system for contractors, suppliers and vendors by being the first point of contact for all Avetta customers.

This position is an entry level/early career role.

After the initial 4 weeks of training in office, this is a hybrid role in our Sydney or Newcastle office with 3 days working in office and 2 days working remotely. Only qualified candidates who currently reside within commutable distance of Newcastle or Sydney will be considered at this time.

Pay rate: $27.67 AUD/hour

Please note: This role requires full working rights in Australia, without current or future sponsorship. Proof of this is required to be produced during the final stages of the selection process.


  • Provide professional support to all Avetta customers
  • Ability to research, clarify and resolve every issue providing solutions and or/alternatives for the desired outcome with focus on customer experience
  • Interact directly with Avetta customers through telephone, email and chat
  • Prioritize and resolve customer needs
  • Accurately verify details on regulatory documents
  • Record details of interactions in Service Cloud (SFDC)
  • Provide necessary outbound follow-up, both via phone and email
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Escalate customer complaints and seek reach out options to provide additional assistance
  • Share feature requests and effective workarounds with team members
  • Educate customers about new features and functionalities
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Communicate and coordinate with internal departments
  • Work as a team and be a positive addition to Avetta’s culture
  • Performs other duties as assigned
  • May be required to attend training, meetings, or seminars
  • Contribute and report towards the team KPIS and objectives
  • Assist in training junior Customer Support Representatives


  • Experience as a Customer Support Specialist or similar CS role
  • Excellent communication skill – both written and orally
  • Ability to Active listen and think 2 steps ahead
  • Working PC knowledge, windows preferred and related applications (IT industry is an advantage)
  • An affinity for learning online software systems
  • Interpersonal skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Adaptability
  • Self-Motivated
  • Stress/Patience tolerance
  • Ability to learn and apply new information or skills


  • Customer Satisfaction (CSAT) Survey Scores
  • Number of calls, chats and cases as defined by department
  • Quality Scores
  • Adherence & Productivity
  • Regular and Predictive Attendance