Customer Success Specialist - Australia

Job Description

Job Description

Description :

AEM (Advanced Environmental Monitoring) is the global leader in innovative mission critical weather, wildfire and water monitoring and intelligence solutions. We aim to be the world’s essential source for environmental insights – enabling decisive action and positive outcomes for our customers and their constituents. Our family of innovators offers world-class hydrometeorological technologies and services, including sensors, dataloggers, telemetry, and advanced analytics and software. Our technology and services empower the communities and organizations to survive – and thrive – in the face of escalating environmental risks.

The Customer Success Specialist is responsible for customer support and onboarding across the AEM family of brands. This position will have an emphasis on support for software applications and will include ongoing technical support and troubleshooting, software implementation and configuration, and customer onboarding and training. This position will report to the Customer Success Manager.

Job Responsibilities :

Ongoing Software Support

• Receive and respond to customer inquiries through phone, email, and web-based chat.
• Document and track activity using designated CRM / ERP solutions and by following outlined support processes.
• Provide technical support including troubleshooting software application issues, data feed interruptions, and providing answers to frequently asked questions.
• Support client deployments in conjunction with technical services, engineering, and other technical support teams throughout the customer lifecycle.
• Edit and expand existing documentation, including knowledge base articles, instructions, and video library.
• Continually enhance knowledge of the company’s products and services to be able to provide the highest levels of support over time.

Implementation and Onboarding

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

Requirements :

Preferred Experience :

Additional Information :

As this role will support clients across businesses and government, the candidate must be able to pass a federal background check.

This is a fully remote opportunity based in Australia.

Must be eligible to work in Australia without company sponsorship, now or in the future, for employment-based work authorization. F-1 visa holders with Optional Practical Training (OPT) who will require H-1B status, TNs, or current H-1B visa holders will not be considered. H1-B and green card sponsorship is not available for this position.

AUS Compensation Range : A reasonable estimate of the current salary range for this position is $60,000 - $80,000 AUD per year. Please note that the salary information is a general guideline only. AEM considers a wide range of factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education, licensure and certifications, key skills as well as other market and business considerations when extending an offer. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

This position will accept applications on an ongoing basis and will be closed once the position is filled.

AEM is an Equal Opportunity Employer.