About the job
The Application Support Specialist is a vital part of AlayaCare's mission to transform aged and disability care across Australia and beyond. This job focuses on supporting customers by troubleshooting complex issues and guiding them to get the most value from our SaaS solutions. The team thrives on collaboration, continuous improvement, and a customer-obsessed approach, all while enjoying a flexible and inclusive work environment.
You'll be responsible for
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Managing customer requests
Managing a queue of customer requests for our home care software product in Zendesk, investigating, troubleshooting & resolving complex issues.📞
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
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Software support experience
2+ years of experience in SaaS software support.View
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Customer communication skills
Proven ability to communicate clearly with customers.View
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Analytical problem-solving skills
Demonstrated skills in troubleshooting and root cause analysis.View
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