Help Desk & IT Support (Information & Communication Technology)
Full time
We are an expanding Australian Aged Care software provider offering SaaS solutions for business operations including accounting, roster, payroll, and client management. We're looking for a proven Customer Support Specialist. This hybrid role is available to individuals based in the Sydney region or Northern Tasmania.
At Inerva Software, we value integrity, teamwork, and a drive for excellence. With a commitment to continuous improvement and a customer-focused approach, we are passionate about making a positive impact in the Australian Aged Care industry.
What we're looking for
We're searching for a positive and customer-centric problem solver with excellent communication skills. This role is perfect for someone who has a curious nature and is a team player. The ideal candidate will be self-motivated, take ownership, and be passionate about creating outstanding customer experiences.
What you will be doing
Our Customer Support Specialists play a crucial role in ensuring customer satisfaction by providing prompt, accurate, and helpful responses to customer enquiries. This role involves managing incoming support tickets, troubleshooting issues, and collaborating with team members to resolve complex cases. Day-to-day responsibilities include:
Handling and resolving customer enquiries through ticketing and phone support channels, focusing on prompt and effective issue resolution. Efficiently triaging incoming requests to address urgent issues first while ensuring all enquiries receive timely attention and are escalated where needed. Providing updates to customers on the status of more complex issues, providing transparency and maintaining strong communication throughout the resolution process. Keeping records in the ticketing system up to date and adhering to established support processes. Contributing to our established knowledge base by creating and maintaining comprehensive user guides and instructional videos. Collaborating with product, customer success, and engineering teams to identify ways to improve our products and enhance the overall customer experience. Testing software updates and troubleshooting reported issues. To be considered, you'll need
A drive to solve problems independently, paired with a willingness to learn a complex software suite designed for specialised industry needs. Excellent communication skills to deliver messages in a simple and effective way and tailor to different audiences. Exceptional analytical skills that enable effective troubleshooting and problem-solving. Solid technical ability with an understanding of software systems. Empathy and patience in dealing with customers. At least 1-2 years experience working as a support specialist or in a customer service role. It would also be nice to have
An understanding of accounting or payroll processes. Experience supporting SaaS products. Knowledge of the Australian Aged Care industry. Why choose us?
We offer a flexible hybrid work arrangement, allowing you to work both from home and in either our Sydney CBD coworking space or Launceston office. You'll be provided with a company laptop and necessary accessories to enable seamless remote work. Join a dynamic, friendly, and growing team, where you'll receive ongoing training and support from colleagues. We offer a competitive salary in recognition of your contributions and expertise.
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