Application Support Specialist (SaaS)

• Full-time Permanent

• Preferred locations:PerthAdelaide Brisbane(Open toSydney &Melbourne for candidates with industry experience)

• Hybrid working: 2 days in office 3 days WFH

Does a competitive salary package with company stock five wellness days per year a flexible benefits package of $1000 per year and a fantastic team culture spark your interest

MeetAlayaCare!Werea fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia Canada the US and beyond. Our platform helps care providers deliver exceptional service in homes communities and residential settings.

Werebig on Tech with Purpose and passionate about improving lives - all while having a little fun along the way (wevebeen known to enjoy a team lunch or three).

The Role:

Wereon the lookout for anApplication Support (known internally as Customer Experience) Specialistwhosready to bring theirsolid interpersonalskills&SaaS support experienceto theto the table. Reporting to theCustomer Experience Manager (HomeCare)youllinteract directly with our partners and work with a high performing team to solve complex issues & deliver outstanding customer service to our clientsacross the region.

Your days will involve:

• Managinga queue of requests through Zendesk includingtroubleshootingand solving complex customer requests and presenting action plans and recommendations to users to resolve theirissues

• Connectingwith customers over the phone (Zoom meeting as required) to discuss and troubleshoot concerns or questions they haveregardingtheplatform

• Providingguidance to customers on configuration and process questions which aligns with our bestpractices

• Monitoringcustomer escalations and health including at times meeting with cross-functional internal teams or key stakeholders from the organization to resolve ongoingissues

• Liaisingwith the Customer Success CRMs Product QA and Engineering Teamsthroughout the support process

• Provide inputs that will be used to inform the product development and improvement priorities

• Being a part of the support rotation(from time to time)for After HoursOnCallTriage Release JockeyIncident Manager and Shift/Public Holiday Coverage

• Providingrecommendations to improve our customers experience and overall health including recommendations for customer training.

• WritingZendesk guides and tips where relevant

Youllthrive in this role if youhave:

• A minimum of 2 years of experience in cloud software support

• Intermediate knowledge and working experience with the following applications or similar: Microsoft Office Zendesk JIRA Slack Video Conferencing Platforms (e.g. Zoom)

• Great customer focus skillsthe ability to build &maintainrelationships with our customersisimportant to us!

• Are a proactive self-starter and feel comfortable being accountable for a queue of tickets working to SLAs & communicating issues to management asrequired

• Greatanalytical&problem-solvingskills

• Great interpersonal & communication skills

• Aproactive self-starting nature &enjoy thinking outside of the box to solve complex problems andarecomfortable in challenging the status quo.

Bonus points if you:

• Havepreviousexperience withAlayaCare/Procuraorsimilarproducts

• Have knowledge of the agedcareor disability care sector.

We believegreat workshould be we show our appreciation:

• Choose your own 2 days/weekin office 3 days WFH

• Competitive salary company stock(RSUs)

• 5Wellnessdaysper year

• $1000/yearflexible benefits package

• 22weekscompany-paid parental leave

• 2 dayscompany-paid volunteer leave to support causes you care about

• Team lunches events & wellness activities

• A genuinely open inclusive andcollaborativeculture

• A chance todo purposeful work in thefast-pacedtech sector whilstmakingreal impact inthe care space.

Belonging matters.

Werecommitted to building an organisation that reflects the communities we serve. Diversity equity inclusion and accessibilityarentjust buzzwords heretheyrewoven into everything we do.

Need adjustments toparticipatein the recruitment processWevegot you. Just reach out toour HR team:hr. We do not accept unsolicited CVs from Recruitment Agencies.