Application Support Specialist

4 days ago

Sydney, Australia AlayaCare Full time

AlayaCare are seeking an Application Support Specialist to provide high quality support services to our customers across our suite of SaaS and on-prem aged and disability care products. This full-time permanent role can be based anywhere within Australia.
- Ab**out AlayaCare**

AlayaCare are a fast-growing mature SaaS start-up with a presence in Australia, Canada and the United States who are revolutionising the way aged and disability care is delivered. Our software offers a complete workforce management solution for community and residential care organisations to manage scheduling, rostering, medical records, billing, reporting and payroll (among other things). We are focused on delivering better outcomes for the health, aged care and disability care sectors and driven by our purpose of enabling the care we want our loved ones to receive in the place they call home. We have an open and transparent culture, our teams are highly diverse, and we are committed to a workplace where we all feel that we can be ourselves.
**About the team**
Our Application Support Specialists, known internally as Customer Experience Specialists, are part of the Customer Experience Team providing ongoing support to our existing clients. Closely partnering with our Professional Services and Account Management teams, our Support people love solving difficult technical challenges and pride themselves on the fun and collaborative way they work together to do so.
**What we offer**
- An open, fun and supportive culture - we have an 88% engagement score at AlayaCare Australia with our people and our culture the main driver of this score.
- Progression along well-defined career paths with ongoing learning and development opportunities - move up the support structure or around the company
- Purposeful work - a chance to make a difference in the lives of vulnerable members of our community
- A 'SuperFlex' work policy - work from the office or from home
- 5 wellness days off per year to relax and promote mental health
- Competitive salary package including company stock for all employees
- Flexible benefits - tailor your own benefits package from our expansive offering
- Happy hours and team outings - we pride ourselves on being a social company
- Health and wellness and community support activities and opportunities
- The chance to join an innovative and rapidly growing SaaS business

**What you will be working on**
- Self-assigning, responding to, and classifying ZenDesk tickets raised by clients
- Working closely with other Support team members to identify resolutions for assigned tickets via all means possible, which might include issue diagnosis, problem solving, making database/backend changes, and seeking further information from internal stakeholders (e.g. Dev, Product, Technical services)
- Ensuring customer support quality by following support best practices
- Proactively communicating with clients in a clear, concise, and professional manner, both verbally and in writing
- Liaising with the Client Success, Product, QA and Engineering Team throughout the support process (from customer handover to ticket prioritisation)
- Providing recommendations within the Customer Experience team, and across departments to improve our customers' experience and overall health
- Proactively striving to learn more about AlayaCare's products and technology, and keeping up to date with patch releases/updates etc
- Contributing to solution documentation and our support knowledge base
- Being a part of the support rotation for "On Call", "Triage" "Release Jockey", "Incident Manager" and "Shift/Public Holiday Coverage"

**What we're looking for in a Customer Experience Specialist**:
You might be a recent graduate or you might have a few years of similar experience under your belt. Either way you'll have:

- Experience working in a customer facing environment, ideally working in IT support, a call centre environment, a home care organisation, tourism/hospitality, or retail
- Strong interpersonal skills - you can quickly build relationships with people and de-escalate tense situations
- Great customer service - you bring communication skills, interpersonal skills and product knowledge together to provide an excellent customer experience
- Amazing communication skills - you both speak and write clearly and concisely in a thoughtful way which others can readily understand
- Great problem-solving skills - every problem has an answer & you will either find it or create it.
- Flexible work style - you can work independently, take direction, and work as part of a team
- A passion for health/aged care and a desire to help others

**It would be a bonus if you also have**:

- Experience using SQL and with completing simple database queries
- Knowledge of SaaS infrastructure/cloud systems e.g. Amazon AWS
- Experience using Zendesk, Atlassian Jira, Atlassian Confluence, Slack, and Zoom

**How to apply**
**Better outcomes, better belonging**
Our team members are uniqu

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