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.

We’re looking for a Technical Support Specialist with a passion for solving challenging problems. If you’re interested in helping us support the future of mobile healthcare, this job is for you.

We’re a fast-growing mature start-up with a presence in Australia, Canada and the United States who are revolutionising the way aged and disability care is delivered. Our software offers a complete technology solution for community and residential care organisations by offering a mix of face-to-face visit solutions and real-time telehealth, whilst streamlining field staff operations and ultimately improving client experiences. Focused on driving better outcomes for the aged care sector, we are 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.

What we offer

• Open and transparent culture.
• Competitive salary package including company stock for all employees.
• Purposeful work – a chance to make a difference in aged and community care in Australia.
• A ‘SuperFlex’ work policy – work from the office or from home.
• Progression along well-defined career paths with ongoing learning and development opportunities.
• Flexible benefits package of $1250 per year
• Health and wellness activities.
• Happy hours and team outings.
• A foot in the door to the rapidly expanding aged and community care tech industry.

You’ll be working on:

The Technical Support Specialist is required to work as a key member of the technical support team, providing high quality software support services to Procura Software (Australian and New Zealand) customers, ensuring that the assigned support tasks are successfully completed in accordance with the Software Support Agreement whilst continuously maintaining a high level of customer satisfaction. More specifically you’ll be:

• Attending to client telephone and email level 1 and 2 technical support requests and clearing issues in a professional, timely manner within the specified Service Level Agreements (SLAs)
• Self-assigning and taking ownership of support tickets using Zendesk and proactively finding solutions through all available means.
• Investigating requests through demonstration of active listening, clarifying, troubleshooting and testing.
• Where required, escalating and referring to other relevant teams, and clearing issues in a timely manner.
• Maintaining accurate client lists and associated information in various systems.
• Updating and maintaining collaborative Solution documentation.
• Creating knowledge-base articles to document common issues/queries and/or processes where required.
• Provide timely updates to clients once fixes are released by the Procura Development team.
• This role will initially be supporting client hosted instances of Procura (PeoplePoint) software, however, there may be opportunities to work across AlayaCare’s broader SaaS platform as your skill and knowledge develops

What we're looking for:

• Experience in a similar role providing level 1 and 2 application support, ideally in health tech
• It’s a bonus if you have relevant tertiary qualifications too (business, health and/or technology)
• Experience with Microsoft Dynamics AX is a bonus
• Know intermediate SQL, as well as accounting, and finance principles
• Have passion and empathy: you are able to put yourself in the shoes of the homecare worker who uses the platform
• Be a problem solver: every question has an answer, and you will either find it or create it. No matter how unconventional a question may seem, our team is happy to tackle it
• Ability to work under pressure and manage customer expectations
• Be a fantastic communicator: you will interact with our clients more frequently than anyone else so it’s critical that your communication is accurate, clear, concise and client focussed
• Be able to read, write and speak English fluently. Having a second language is also an asset
• Have a high level of attention to detail
• Be able to work independently
• Be a proactive and flexible team player who is keen to work in a stimulating, ever changing environment
• Have self-motivation and pride in your work
• Have an interest for learning new things and overcoming challenges

If this sounds like you apply today! As well as joining a great culture and a market leading company, you will be well placed to make a positive difference in the community and aged care sectors in Australia.