SaaS Support Specialist

5 days ago

Australia Aged Care Resumes Full time
About the Role

We are seeking a highly skilled Support Specialist to join our Customer Experience team at Aged Care Resumes. As a Support Specialist, you will play a critical role in delivering exceptional customer service and support to our clients.

Key Responsibilities
  • Manage a queue of support tickets through Zendesk, including troubleshooting and solving complex customer requests.
  • Connect with customers over the phone or via video conferencing to discuss and troubleshoot concerns or questions they have regarding our platform.
  • Provide guidance to customers on configuration and process questions, ensuring alignment with our best practices.
  • Monitor customer escalations and health, collaborating with internal teams to resolve ongoing issues.
  • Liaise with the Customer Success, CRM, Product, QA, and Engineering Teams throughout the support process.
  • Stay up-to-date with product knowledge and industry/legislative changes, providing inputs to inform product development and improvement priorities.
  • Participate in the support rotation for after-hours on-call, triage, release jockey, incident manager, and shift/public holiday coverage.
  • Recommend improvements to our customers' experience and overall health, including suggestions for customer training.
  • Contribute to the development of Zendesk guides and tips where relevant.
Requirements
  • A minimum of 2 years of experience in software support.
  • Intermediate knowledge and working experience with applications such as Microsoft Office, Zendesk, JIRA, Slack, and Video Conferencing Platforms (e.g. Zoom).
  • Advanced level of customer focus, building and maintaining relationships with customers, understanding and meeting their needs and expectations.
  • Intermediate level of accountability, working to SLAs, self-motivating, and planning work, taking ownership, and communicating any issues to the Manager.
  • Intermediate level of analytical skills & problem-solving, reviewing issues or problems and identifying potential causes and solutions.
  • Intermediate interpersonal skills, building and maintaining relationships, working collaboratively and confidently with both internal and external stakeholders.
  • Intermediate communication skills, ability to communicate clearly and concisely in plain English, verbally and in writing.
  • Intermediate level of self-development, actively learning and showing commitment to improving skills and knowledge, particularly as it relates to product and industry knowledge.
Preferred Qualifications
  • Experience working with AlayaCare, Procura, or other SaaS products.
  • Knowledge of and/or experience with the aged and disability care sector.
  • Relevant Tertiary qualifications (Health, IT, Business, or related discipline).
What We Offer
  • Competitive salary package including generous company stock for all employees.
  • Flexible hybrid work arrangement.
  • 5 wellness days off per year to relax and promote mental health.
  • Up to 90 days per year working from anywhere in the world.
  • Flexible benefits bonus package of $1250 per year.
  • Company paid parental leave and volunteer leave.
  • Team lunches and events, and health and wellness activities.
  • An open and transparent culture.
  • A chance to make a meaningful difference for clinicians providing care on the front line.
  • A foot in the door to the rapidly expanding home care technology industry.

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