AlayaCare9 jobs

Application Support Specialist (SaaS) | Aged & Disability Care

Mid levelFull-timeHybridMelbourne VIC, AustraliaPosted 1 week agoVerified 19 hours ago
Pending fitX of Y criteria met

About the job

The Application Support Specialist (SaaS) is a vital part of AlayaCare's mission to transform aged and disability care across Australia and beyond. This job offers an exciting opportunity to support customers by troubleshooting complex issues and guiding them to maximize the value of our SaaS solutions. The team thrives on collaboration, continuous improvement, and a genuine commitment to customer success.

Meet the team

About the company

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You'll be responsible for

📩

Managing customer requests

Managing a queue of customer requests for our disability care software product in Zendesk: investigating, troubleshooting & resolving complex issues, sharing clear action plans & recommendations.
📞

Connecting with customers

Connecting with customers via phone and Zoom to unpack their questions, demo solutions and build their confidence using the platform.
🤝

Collaborating with teams

Collaborating with Customer Success, Product, QA and Engineering to manage escalations, monitor customer health and resolve ongoing issues.

Key criteria

🛠️

Software support experience

2+ years of experience in SaaS software support.

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📚

Relevant qualifications

Tertiary qualifications in Health, IT, Business, or related fields.

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🔍

Analytical problem-solving skills

Proven ability to identify root causes and resolve issues quickly.

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A meaningful career starts with a match

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5 criteria for this job
Software support experience
2+ years of experience in SaaS software support.

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Relevant qualifications
Tertiary qualifications in Health, IT, Business, or related fields.

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Analytical problem-solving skills
Proven ability to identify root causes and resolve issues quickly.

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Clear communication skills
Demonstrated ability to communicate effectively in writing and verbally.

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Familiarity with industry tools
Experience using tools like Zendesk, JIRA, and Microsoft Office.

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