Customer Support Specialist

About the role

Our Customer Support Specialists are the first point of contact for the aged care, retirement living and home care providers who run their business on Inerva, from finance and rostering teams through to the admissions staff using Resident Select. Enquiries range from day-to-day software troubleshooting to more complex questions about payroll, rostering, accounting or the admissions and quoting process. You'll manage incoming support tickets, troubleshoot issues, and work with the team to resolve cases using tools such as Zendesk, JIRA, Slack and Microsoft 365.

Key responsibilities

• 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

About you

• A drive to solve problems independently, paired with a willingness to learn a 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

About us

We build the software Australian Aged Care providers use to run their business, from turning an enquiry into a resident with Resident Select, through to the accounting, rostering, payroll and client management they rely on day to day. We work across residential care, retirement living and support at home. 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.