Supplier Success Professional

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 role would require working a hybrid schedule in our Newcastle office (minimum 3 days in office).

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

MINIMUM 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
• Adaptability
• Self-Motivated
• Stress/Patience tolerance
• Ability to learn and apply new information or skills

METRICS THAT MATTER:

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