• Up to $85k + super | Hybrid role in Sydney CBD
• Work directly with customers to solve complex platform challenges
• Build your career with a leading healthcare technology provider

Role:

As a Customer Experience Specialist, you will:

• Manage a queue of customer support requests through Zendesk, ensuring timely resolution within agreed SLAs.
• Troubleshoot complex platform issues and provide clear recommendations to customers.
• Support customers via phone, Zoom, and email to resolve functional and configuration queries.
• Guide customers on platform configuration and best practice processes.
• Collaborate with Customer Success, Product, QA, Engineering, and Implementation teams to resolve customer issues.
• Monitor customer health and escalations, ensuring a positive customer experience throughout the support lifecycle.
• Contribute to product improvements by providing customer feedback and enhancement suggestions.
• Develop knowledge base articles, guides, and customer documentation.
• Participate in after-hours support rotations, incident management, and release support activities.
• Build trusted relationships with customers while delivering an exceptional support experience.

You will have:

• 2+ years' experience in software support, technical support, or customer success within a SaaS environment.
• Strong troubleshooting and analytical problem-solving skills.
• Experience using tools such as Zendesk, Jira, Slack, Microsoft Office, and Zoom.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.
• Strong customer service mindset with the ability to manage competing priorities.
• Experience working within SLA-driven support environments.
• Ability to collaborate effectively with cross-functional teams.
• Experience supporting enterprise software or cloud-based platforms.
• Experience with aged care, disability, healthcare, or community care software is highly regarded.
• Experience with home care, aged care, or disability services is advantageous.

Organisation:

Join a leading healthcare technology provider delivering a cloud-based platform that supports aged care, disability, and community care organisations across Australia. Their software helps providers manage care delivery, workforce operations, and client services, enabling better outcomes for both carers and the people they support.

You'll join a collaborative Customer Success team where you'll work closely with customers, Product, Engineering, and Customer Success professionals to deliver outstanding customer experiences while continually developing your technical and customer-facing skills.