Supplier Success Professional (B2B Customer Support)
Newcastle, New South Wales, Australia
Avetta is building the largest global community of hiring clients and suppliers that are Ready to Work. Its unified platform streamlines compliance, prequalification, safety and performance benchmarking in a single, integrated experience. Trusted by 360,000 businesses across more than 120 countries, Avetta blends AI‐driven insights and human expertise to close risk gaps and strengthen supplier reliability so projects start on time, risks are managed proactively and operations scale with certainty.
SUMMARY
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 and is full time.
This role requires a hybrid schedule in our Newcastle office (3 days, 2 days work from home). Only qualified candidates who currently reside within commutable distance of Newcastle will be considered at this time.
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.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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
IDEAL QUALIFICATIONS
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
Self‐Motivated
Stress/Patience tolerance
Ability to learn and apply new information or skills
METRICS THAT MATTER
Number of calls, chats and cases as defined by department
Quality Scores
Adherence & Productivity
Regular and Predictive Attendance
WE ARE AN EQUAL PROSPECT EMPLOYER
As set forth in Avetta, LLC's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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📌 Supplier Success ProfessionalB Customer Support) Newcastle, New South Wales,Australia
🏢 Avetta
📍 New South Wales