Job Description

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.

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SUMMARY

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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.

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This position is an entry level/early career role and is full time.

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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.

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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.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

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- Provide qualified support to all Avetta customers
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- Ability to research, clarify and resolve every issue providing solutions and or/alternatives for the desired outcome with focus on customer experience
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- Interact directly with Avetta customers through telephone, email and chat
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- Prioritize and resolve customer needs
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- Accurately verify details on regulatory documents
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- Record details of interactions in Service Cloud (SFDC)
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- Provide necessary outbound follow-up,



both via phone and email
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- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
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- Update our internal databases with information about technical issues and useful discussions with customers
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- Escalate customer complaints and seek reach out options to provide additional assistance
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- Share feature requests and effective workarounds with team members
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- Educate customers about new features and functionalities
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- Gather customer feedback and share with our Product, Sales and Marketing teams
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- Communicate and coordinate with internal departments
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- Work as a team and be a positive addition to Avetta's culture
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- Performs other duties as assigned
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- May be required to attend training, meetings, or seminars
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- Contribute and report towards the team KPIS and objectives
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- Assist in training junior Customer Support Representatives
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IDEAL QUALIFICATIONS

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

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- Customer Satisfaction (CSAT) Survey Scores
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- Number of calls, chats and cases as defined by department
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- Quality ScoresAdherence & Productivity
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- Regular and Predictive Attendance
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📌 Supplier Success ProfessionalB Customer Support) (New South Wales)
🏢 Avetta
📍 New South Wales