Customer Support Specialist in Melbourne, Victoria at VendorPanel - a Unimarket Company

About us

Unimarket are an award-winning SaaS technology specialising in Source-to-Pay (S2P) software solutions and used by medium and large corporate organisations as well as local and state government. Our clients are in Australia, Canada New Zealand, and the US.

Our mission is to empower organisations to streamline procurement processes, improve supplier relationships, and unlock strategic value through technology. We work with clients across diverse industries, delivering innovative and efficient solutions that make procurement smarter, faster, and more transparent.

We are a people-centric culture and offer a family friendly work environment and the opportunity to take your career to the next level🚀

We are seeking a Customer Support Specialist to join our fast-growing, international Procuretech SaaS business. Reporting to our Customer Support Team Lead, and provide support to our global customers providing top-notch customer service to our clients. This is a hybrid role (2 days in office) and can be based out of either our Melbourne or Auckland office.

This is the perfect opportunity for someone looking to learn and grow within our business over time - many of our Product, Customer Success and Implementation team members started as a Support Specialists!

• User Support and Engagement: Provide first-class support to our users, helping them navigate and overcome any challenges they encounter with the VP platform. This includes responding to support chat sessions, phone support and emails, providing online training, and engaging in proactive support campaigns, which focus on providing support to user groups on to specific functionality.

• Application and Platform Support: Act as a liaison between our users and the technical team. Help in activating, configuring platform features, and managing user access and licensing. Support our sales, customer success, and account management teams with platform-related queries.

• Operational and Administrative Support: You will work closely with the Support Team Leader to manage daily and weekly back-office activities. This includes high-volume data entry, system request processing, and compiling reports for stakeholders. You will also participate in managed services activities, ensuring client requests are fulfilled promptly and accurately and contribute to the development of our Help Centre resources to ensure our Help Centre articles are always up to date and a useful self-serve resource for our users.

• A motivated self-starter with a knack for prioritizing work and showing initiative in a fast-paced environment.

• Demonstrated ability to consistently meet targets and SLA’s

• Exceptional customer service skills, with the ability to respond quickly and effectively to user inquiries.

• Strong organizational skills, with a detail-oriented mindset.

• Ability to work as part of a team, but is confident to manage and be accountable for their individual targets

• Previous experience in a support or service-oriented role is beneficial but not mandatory.

• The ability to quickly pivot and acclimate to new priorities and focuses. We need this person to just get things done.
• AI literacy & adaptability - We use AI tools daily across functions - Claude, search, code generation, data analysis. You don't need expertise, but we expect you to: Learn and adopt new tools quickly; Be curious and ask questions about how they work and where they add value; Experiment and iterate rather than accept outputs at face value; Stay current as the landscape shifts

• Experience in a customer-facing, back-office or administration role. How many years of experience is unimportant, but we want someone who cares and understands the importance of delivering quality customer experiences/work.

• Experience in using and online ticketing and Help Centre platform (we use Zendesk) will be an advantage.

We welcome applications from people of all backgrounds and encourage candidates from marginalized communities to apply. If you need adjustments during the interview process, please let us know — we’ll do our best to support you. Please note:

• You must have the legal right to work in Australia and New Zealand
• A police record check will be required as part of the process.