Customer Success Specialist

Brisbane, Australia/Remote
Added: March 6, 2024
Our Mission to be Bold and Impactful

  • Join our dynamic team as a Customer Success Specialist and play a crucial role in showcasing our state-of-the-art technology
  • This is a golden opportunity to be part of a vibrant and high-performing team within a company that's at the forefront of technological innovation

How you contribute

As a key member of our customer success team, you'll bring your exceptional support skills to solve problems and provide unparalleled service. You'll be the bridge between our customers and the cutting-edge solutions we offer, working in tandem with our sales and engineering teams to ensure a seamless experience.

If you're passionate about technology, thrive on solving challenges, and excel in a customer-focused role, we want to hear from you.

Here's what we need

  • Deliver high-quality technical support and ensure customer service excellence.
  • Resolve incidents and issues efficiently and accurately.
  • Oversee the hardware returns process, ensuring customers are informed at every step.
  • Manage hardware replacements and coordinate equipment loans.
  • Create and maintain both internal and customer-facing technical documentation.
  • Gather and present customer feedback to sales, engineering, and product teams to drive product enhancements.
  • Perform administrative tasks and meticulously record all technical support activities.
  • Cultivate lasting relationships with customers, fostering retention and encouraging expansion.

How you'll succeed

  • Exceptional customer service skills, with advanced proficiency in both written and oral communication.
  • Willingness to work flexible hours, including early mornings or late evenings, to accommodate AMER or EMEA time zones.
  • Familiarity with CRM systems such as HubSpot, Jira, or Zendesk.
  • Strong analytical, problem-solving, and troubleshooting skills, with a keen eye for detail.
  • Ability to excel in a fast-paced environment that values continuous improvement.
  • Previous experience in a customer-facing technical support role is desirable.
  • A keen interest in drones and/or LiDAR technology is a plus.

The added perks

  • Get a competitive remuneration package including superannuation
  • Participate in our employee share option scheme (Equity)
  • Work alongside a friendly and passionate team on cutting edge technology! - We know that our success and growth is a result of our motivated and inspiring teams
  • Take up our genuine learning and development opportunities
  • Settle into our great work environment and facilities
  • Chill out and enjoy our loaded kitchen facilities with games, snacks, drinks, fresh fruit and coffee machine provided.
  • Take advantage of our office location in Milton - Enjoy the bustling cafes and tasty food options available!
  • Work in comfort with a casual dress code
  • Utilise our secure bike storage and shower facilities offered on-site

Who Are We?

Emesent has built a reputation as the key leader in automating data collection in challenging environments. Our award-winning technology, Hovermap, utilises innovative hardware, advanced algorithms and machine learning to automate collection and analysis of the physical world. Customers are able to acquire data in GPS-denied environments gaining insights that were not possible before. Our rapidly growing customer base are in the fields of mining, infrastructure and survey & mapping.

Starting from a humble vision in Brisbane, Australia, with deep connections to Australia's globally recognised CSIRO, Emesent has made an emerging name for itself across the Globe and is successfully becoming a world leader in this unique industry of autonomous technology!

At Emesent we pride ourselves on the way our people operate, we embrace diversity and equal opportunity, and are committed to building a team that represents a variety of backgrounds.

Our global talents are a cut above the rest who are at the top of their game, thriving in a collaborative environment. The work culture here is inclusive with the perfect balance of delivering results and pushing the boundaries all whilst having a little fun!