Helpdesk/ Customer Support

**About Rosie**

**Who are our clients?**
The elderly, young adults (NDIS) needing assistance, those living independently, vulnerable adults, those with cognitive impairment, people recovering from surgery or injury, those ageing in place, children and parents, friends and carers. These clients might be living at home or in a retirement village setting.

Vitalcare provides these clients personal emergency response services (PERS) by way of a personal alarm that the client wears as a necklace or watch. Using this device they can contact the Rosie operators 24-hours a day for help.

**About this role**
We are seeking a Technical Support Specialist for our Rosie products and services business. This role is based in Lane Cove and will be reporting to the GM-Emergency Services.

You will be supporting the Rosie General Manager with day to day customer support and on-boarding activities. This includes technical and service support, administration work, onboarding activities.

This is a fantastic opportunity for someone with customer service experience who has had exposure to customer order fulfilment processes in an operational environment, and who wants to be part of a fast growing and high performing team.

Excellent written and verbal communications skills are essential, and an interest in product and process improvement is desirable.

**Duties and Responsibilities**

On-boarding, technical support, sales and administration support of customers on Vitalcare’s Rosie Personal Emergency Service including but not limited to:

- On-boarding and technical support of Rosie Personal Emergency Response Service customers.
- Field technical support achieving onboarding for villages and customers.
- Sales of Rosie Personal Emergency Response Services.
- Coordination and responsibility of customer order processing, working with warehouse, shipping, and billing.
- Management and resolution of customer service enquiries.
- Taking emergency calls from Rosie customers.
- Completion of all the necessary paperwork as determined by management, including the entering of all sales and support contact with customers and sales prospects in Vitalcare’s customer relationship management (CRM) system.
- Establish, develop and maintain strong positive relationships with customers and industry clients.
- Maintain up to date detailed knowledge of Rosie product/solution/services. Be able to present and discuss the benefits in terms which are relevant to customers
- Participate in projects as directed by management.
- Keep abreast of best practices and industry trends.
- Initiate process improvement through constructive feedback and actions.
- Maintain a clean and safe workspace, and abide by work from home workplace health and safety policies and procedures.
- Attend industry trade events and exhibitions.
- Collaboration with all other business departments as necessary to facilitate the smooth and profitable running of the business.
- Participating in departmental meetings as required.

**Qualifications and Skills**:
The successful applicant should possess the following:

- Tertiary qualifications (preferred, but not mandatory)
- Proven work experience as a support specialist
- Familiarity with CRM systems and practices, along with ability to build productive professional relationships
- Experience ticketing management systems (e.g.JIRA/Freshdesk)
- Demonstrable computer/IT skills and excellent knowledge of MS Office
- Tech savvy attitude
- Effective time management and organisational skills
- Effective problem solving skills, with the ability to work across multiple functions
- Empathetic, patient and understanding nature
- Excellent communication skills - professional phone manner
- Must be highly self-motivated and Customer-centric
- Rights to work permanently in Australia - not suitable for working holidays
- General understanding of business operations
- Sense of humour and a positive attitude

**Equal Opportunity Employer**

**How to apply**
Send us your CV along with a covering letter telling us why this role is ideal for you.

**Job Types**: Full-time, Permanent

**Salary**: $60,013.00 - $70,000.00 per year

Schedule:

- Monday to Friday

Work Authorisation:

- Australia (required)

Work Location: In person