Application Support Specialist SaaS

Job description

• 🗓️ Full-time | Permanent

• 📍 Preferred locations: Perth, Adelaide, Brisbane (Open to Sydney & Melbourne for candidates with industry experience)

• 🏡 Hybrid working: 2 days in office, 3 days WFH

Does a competitive salary package with company stock, five wellness days per year, a flexible benefits package of $1000 per year, and a fantastic team culture spark your interest?

👋 Meet AlayaCare! We’re a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond. Our platform helps care providers deliver exceptional service in homes, communities, and residential settings.

We’re big on Tech with Purpose and passionate about improving lives - all while having a little fun along the way (we’ve been known to enjoy a team lunch or three).

The Role:

We’re on the lookout for an Application Support (known internally as Customer Experience) Specialist who’s ready to bring their solid interpersonal skills & SaaS support experience to the to the table. Reporting to the Customer Experience Manager (HomeCare), you’ll interact directly with our partners and work with a high performing team to solve complex issues & deliver outstanding customer service to our clients across the region.

Your days will involve:

• Managing a queue of requests through Zendesk, including troubleshooting and solving complex customer requests, and presenting action plans and recommendations to users to resolve their issues

• Connecting with customers over the phone (Zoom meeting as required) to discuss and troubleshoot concerns or questions they have regarding the platform

• Providing guidance to customers on configuration and process questions which aligns with our best practices

• Monitoring customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the organization to resolve ongoing issues

• Liaising with the Customer Success, CRM’s, Product, QA, and Engineering Teams throughout the support process

• Provide inputs that will be used to inform the product development and improvement priorities

• Being a part of the support rotation (from time to time) for “After Hours On Call”, “Triage” “Release Jockey”, “Incident Manager” and “Shift/Public Holiday Coverage”

• Providing recommendations to improve our customers’ experience and overall health including recommendations for customer training.

• Writing Zendesk guides and tips where relevant

You’ll thrive in this role if you have:

• A minimum of 2 years of experience in cloud software support

• Intermediate knowledge and working experience with the following applications or similar: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom)

• Great customer focus skills – the ability to build & maintain relationships with our customers is important to us!

• Are a proactive self-starter and feel comfortable being accountable for a queue of tickets, working to SLA’s & communicating issues to management as required

• Great analytical & problem-solving skills

• Great interpersonal & communication skills

• A proactive self-starting nature & enjoy thinking outside of the box to solve complex problems and are comfortable in challenging the status quo.

Bonus points if you:

• Have previous experience with AlayaCare/Procura or similar products

• Have knowledge of the aged care or disability care sector.

We believe great work should be rewarded. Here’s how we show our appreciation:

• 🏡 Choose your own 2 days/week in office, 3 days WFH

• 💰 Competitive salary + company stock (RSUs)

• 🧘 5 Wellness days per year

• 💳 $1,000/year flexible benefits package

• 👶 22 weeks company-paid parental leave

• 🧡 2 days company-paid volunteer leave to support causes you care about

• 🍕 Team lunches, events & wellness activities

• 🤝 A genuinely open, inclusive, and collaborative culture

• 💡 A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space.

Belonging matters.

We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion, and accessibility aren’t just buzzwords here, they’re woven into everything we do.

Need adjustments to participate in the recruitment process? We’ve got you. Just reach out to our HR team: [email protected] . We do not accept unsolicited CVs from Recruitment Agencies.