Supplier Success Professional (Customer Support)

TL;DR

Supplier Success Professional (Customer Support): Providing professional support to hirify.global customers, researching, clarifying, and resolving issues via telephone, email, and chat, focusing on enhancing customer experience. Focus on analyzing product malfunctions, updating internal databases, and escalating customer complaints while gathering feedback for product improvement.

Location: This is a hybrid role in our Newcastle office with 3 days working in office and 2 days working remotely. Only qualified candidates who currently reside within commutable distance of Newcastle will be considered at this time.

Salary: $28.12-28.64 AUD/hour DOE

Company

hirify.global provides a world-class prequalification system for contractors, suppliers and vendors.

What you will do

• Provide professional support to hirify.global customers through telephone, email, and chat.
• Prioritize and resolve customer needs, accurately verifying details on regulatory documents.
• Record details of interactions in Service Cloud (SFDC) and provide necessary outbound follow-up.
• Analyze and report product malfunctions, updating internal databases with technical issue information.
• Escalate customer complaints and seek resolution options to provide assistance.
• Gather customer feedback and share with Product, Sales, and Marketing teams.

Requirements

• Experience as a Customer Support Specialist or similar CS role.
• Excellent communication skills – both written and orally.
• Ability to actively listen and think two steps ahead.
• Working PC knowledge, Windows preferred and related applications (IT industry is an advantage).
• 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.

Culture & Benefits

• Positive team culture at hirify.global.
• Opportunities for training, meetings, and seminars.
• Contribute to team KPIs and objectives.
• Assist in training junior Customer Support Representatives.