Customer Support Specialist

Join Isentia as a key member of the Customer Experience team and take responsibility for the servicing of customers' support and success requirements

Isentia is the Asia-Pacific region's leading media intelligence company; empowering clients to understand their brand and reputation. Our clients are diverse, ranging from globally renowned brands right through to government bodies and not for profit organisations.
Isentia is part of the Access Intelligence group. Access Intelligence a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences – from customers to stakeholders, politicians to influencers and the media.
As a Customer Support Specialist, you will provide service delivery and first line support (via Live Chat & Email) to all clients across Australia and New Zealand.
Working closely with the Director of Client Success, you will provide efficient, timely and accurate advice to client issues and problems. You will be solution focussed and always seeking to ensure that every client receives exceptional client service.
Required skills:

• Strong client-service focus with previous experience in a client/customer/account support/service role
• Self-confidence, customer-first mentality, detailed problem solving skills coupled with strong communication skills.
• Collaborative team player who thrives in a fast-paced environment and can adapt to meet the evolving needs of our clients and the organization
• Excellent IT skills (Word, Excel, G-Suite) & able to adapt quickly to new technologies; CRM experience e.g. Salesforce
• PR / Media / Marketing experience is highly desirable