Application Support Specialist

Werehiring an Application Support Specialist(SaaS)

• Full-time Permanent

• Preferred locations:Sydney or Melbourne

• 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 aSupport Specialistwhosready to bringtheircurious customer-obsessed problem-solving energyto the table. Reporting to theCustomer Experience Manageryoullsupport customers for our disability productby troubleshooting complex issues guiding best-practice use of the platform and helping them get the most value from our SaaS solutions across the region.

Your days will involve:

• Managing a queue of customer requestsfor our disability care softwareproductin Zendesk:investigating troubleshooting&resolving complex issues sharing clear action plans&recommendations

• Connecting with customers via phone andZoomto unpack their questions demo solutions and build their confidence using the platform

• Guiding customers on configuration and process questions that align with best practices and current industry/legislative changes

• Collaborating with Customer Success Product QA and Engineering to manage escalationsmonitorcustomer health and resolve ongoing issues

• Contributing to continuous improvement-from writing Zendesk guides and tips to recommending training and product enhancements

• Being part of the support rotation forTriage Release Jockey&Incident Manager

• Leaning into AI-powered tools to speed up troubleshooting spot patterns in issues and deliver an even better more proactive support experience.

Youllthrive in this role if you:

• Bring 2 years experience in software support ideally in SaaS

• Are known for your advanced customer focus-you build strong relationships listen deeply&goabove and beyondto create positive experiencesfor clients

• Are comfortable working with tools like Zendesk JIRA Slack Zoom

• Have strong analytical and problem-solving skills-you ask the right questions get to the root cause quickly and enjoythinking outside the box

• Communicate clearly and confidently in plain English both in writing and verbally including in challenging conversations

• Are a proactive self-starter who can prioritise competing requests under pressure take ownership of your work and flag risks early

• Actively invest in your own development keeping up to date with product changes and industry trends.

Bonus points if you:

• Havepreviousexperience withAlayaCare/Nightingaleproducts

• Have knowledge of the aged or 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 volunteerleaveto 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.