About us:

At Infonetica, we empower the world’s leading researchers with an ecosystem of software products that make their lives easier, so they can focus on delivering the ground-breaking research of tomorrow.

Supporting over 2 million research projects across 14 countries, we bring together thinkers, tinkerers, passionate software developers and inspiring technologists to help solve our customers’ challenges. Together, we're united by a sense of pragmatism, purpose and a deeply held belief that digital products and technology alone won't transform or save the world: it's the people that count.

About you:

Infonetica is looking for a motivated candidate eager to start a career in supporting research institutions that use our suite of digital products. The role will give you exposure to technical support, customer management, training and project management skills as you grow into the role. To be the right candidate, you must be comfortable settling straight into a customer facing role.

The role:

The Customer Success Associate is a key role in the success of our customers. The successful candidate will be responsible for ensuring our customers have a positive experience with our products and services. They will be responsible for:

Developing and maintaining relationships with customers

Providing technical support and guidance on Infonetica products to customers through our support desk (Inbound customer support calls, emails and tickets)

Identifying customer needs and providing solutions using Infonetica products

Monitoring customer usage and providing advice on product features

Creating and delivering customer training sessions

Providing reporting on customer data to internal stakeholders

Providing feedback to the product and development teams

Ensuring customer satisfaction and loyalty

Support project managers in implementing Infonetica products

Core skills and experience:

Excellent customer service skills

Strong problem-solving abilities

Be flexible, proactive and solution-oriented

Excellent communication skills, both verbal and written

Ability to pick up a technical understanding of new tools and train others in their use

Ability to work independently and as part of a team

Desirable skills and experience:

Experience working in a SAAS business

Experience working in a customer-facing role

Experience working in a project management role

Salary & Benefits:

Base salary $55,000-$60,000

Superannuation

20 days annual leave

Perkbox 'Flexiperks'

Working Location:

The primary work location for the role is Chatswood, NSW (2067).

We are currently working 3 day a week in the office Monday, Wednesday, Thursday with the other 2 days from home.

Contact: [email protected] with your CV and cover letter detailing why you are interested in this role and how you would contribute to this role. Please include ACSA2405 as the subject of your email.