Customer Support Specialist
Job details
Add expected salary to your profile for insights 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 customer centric individual to help our customers get the most out of our products and services. 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, is a team player, and has a knack for helping people understand and get the most out of SaaS solutions. 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 using tools such as Zendesk, JIRA, Slack and Microsoft 365. 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 or contributing to improve support processes
- Contributing to our 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
- 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
- A desire to go above and beyond for customers to create great customer experiences
- Exceptional analytical skills that enable effective troubleshooting and problem-solving
- A proactive and practical approach to issue resolution with an eye for creating future efficiencies
- 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
- An understanding of accounting processes
- Experience supporting SaaS products
- Knowledge of the Aged Care industry
- Which of the following statements best describes your right to work in Australia?
- How many years' experience do you have as a Customer Support Specialist?
- How many years of payroll experience do you have?
- How many years of accounting experience do you have?
- Do you have customer service experience?
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