We're looking for an Application Support Specialist, known internally as a Customer Experience Agent, with a technical bent and a talent for solving challenging problems. If you're interested in helping us support the future of mobile healthcare, this job is for you.
AlayaCare is a fast-growing SaaS scale-up with a presence in Australia, Canada and the United States who are revolutionising the way health, aged and disability care is delivered. Our software offers a complete workforce management solution for community and residential care organisations to manage scheduling, medical records, billing, reporting and payroll (among other things). We are focused on delivering better outcomes for the health, aged care and disability care sectors and driven by our purpose of enabling the care we want our loved ones to receive in the place they call home. We have an open and transparent culture, our teams are highly diverse, and we are committed to a workplace where we all feel that we can be ourselves.
Procura is part of AlayaCare's product portfolio, providing clinical, operational, and financial solutions for aged care services, home care and disability, independent living and residential aged care organisations.
**About the role**
**On a day-to-day basis you'll be**:
- Taking ownership of support tickets using Zendesk and proactively finding solutions through all available means, while following customer support best practices.
- Escalating and referring issues to management and other relevant teams as required.
- Keeping up to date with product knowledge/releases/patches etc.
- Providing updates and reporting on customers' support status to internal teams.
- Creating knowledge-base articles to document common issues/queries and/or processes where required.
**What we're looking for**:
- Experience with the Procura product.
- Intermediate SQL skills (understand indexes, subqueries, joins, pivots etc.)
- Knowledge of accounting and finance principles.
- You're a problem solver, every question has an answer, and you will either find it or create it.
- You're a fantastic communicator. You read, write and speak English fluently, and your communication is accurate, clear, concise and client focussed.
- You have passion and empathy and can put yourself in the shoes of the homecare workers who use the platform.
- You're organised and accountable. You're able to self direct and self-motivate, and you take accountability for your work and adapt to new and changing circumstances.
- At the same time, you're a team player and easily able to build relationships and work with people within and across diverse teams.
**What we offer**
- Purposeful work - a chance to make a difference in aged and disability care in Australia.
- Market-competitive salary package including company stock for all employees and an on-call support allowance.
- A 'SuperFlex' work policy - work from the office or from home.
- 5 wellness days off per year to relax and promote mental health.
- Progression along well-defined career paths with ongoing learning and development opportunities.
- Open, transparent and supportive culture.
- Flexible benefits package - tailor your own from our broad offering.
- Paid volunteer and parental leave programs.
- Health and wellness activities, as well as happy hours and team outings.
**Better outcomes, better belonging**
Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.
Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.
📌 Application Support Specialist
🏢 Alayacare
📍 Sydney